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.

First Contact Resolution

Resolving a customer issue during their initial contact without requiring callbacks, transfers, or follow-up interactions.

Resolution Rate

The percentage of customer inquiries fully resolved without requiring escalation to human agents or additional follow-up.

Ticket Deflection

Redirecting customer inquiries away from human agents, typically to self-service content or automated responses.

AI Help Desk

A support system powered by artificial intelligence that autonomously handles employee or customer inquiries across multiple channels.

Customer Service Automation

Using AI and technology to handle customer inquiries without human intervention while maintaining quality and personalization.

AI Chatbot vs AI Agent

Understanding the critical distinction between rule-based chatbots and autonomous AI agents that resolve customer issues.