AI Agent & CX Glossary

Plain-language definitions of the enterprise AI and customer experience terms CX leaders use every day, plus the Maven AGI platform concepts behind agents that actually resolve issues.

Conversational AI

AI technology that enables natural, human-like dialogue between computers and people through text or voice interfaces.

Natural Language Processing (NLP)

AI technology that enables computers to understand, interpret, and respond to human language in meaningful ways.

Large Language Model (LLM)

AI models trained on massive text datasets that can understand and generate human-like language for various applications.

Customer Support AI

Artificial intelligence applications designed to assist, augment, or automate customer support interactions across all channels.

Knowledge Base AI

AI technology that transforms static help content into dynamic, conversational answers delivered in context.

AI Ticket Routing

Using artificial intelligence to automatically categorize, prioritize, and assign support tickets to the right agents or systems.