Self-RAG (Self-Reflective Retrieval-Augmented Generation) is an advanced AI framework that enables language models to autonomously decide when to retrieve external information and continuously evaluate their own outputs for accuracy and relevance.
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Fallback Intent
A fallback intent is a safety mechanism in conversational AI that activates when customer inputs don't match any predefined response categories, ensuring graceful handling of unexpected queries rather than providing incorrect information or conversation breakdown.
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Vector Embedding
Vector embeddings transform unstructured data—text, images, audio, and customer interactions—into numerical arrays that capture semantic meaning and relationships, enabling AI systems to understand and process information with human-like comprehension.
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Asynchronous Messaging
Asynchronous messaging is a communication method where customers and support agents exchange messages without requiring real-time presence, allowing flexible response timing while maintaining persistent conversation threads across sessions and devices.
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Context Engineering
Context engineering is the systematic practice of designing and optimizing how AI agents access, organize, and utilize information from multiple enterprise sources to deliver reliable, accurate customer service experiences.
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AI Service Level Agreement (SLA)
An AI service level agreement (SLA) defines the performance, availability, and response time commitments that an AI customer service platform must meet, including uptime, resolution rate, and accuracy targets.
