AI Agent Glossary | 100+ Enterprise AI & CX Terms Defined

Average Wait Time

Average wait time measures how long customers spend waiting before connecting with support, serving as a critical gauge of service responsiveness and operational efficiency.

Service Level Agreement (SLA)

A service level agreement (SLA) is a formal contract between a service provider and customer that defines specific performance standards, measurable metrics, and consequences for not meeting agreed-upon service levels.

AI Workflow Automation

AI workflow automation combines artificial intelligence with business process orchestration to create adaptive, self-improving systems that handle complex, multi-step customer service workflows with intelligent decision-making capabilities.

Customer Retention Rate

Customer retention rate measures how well a business keeps its existing customers over a specific time period, providing crucial insight into customer loyalty, product satisfaction, and the long-term health of customer relationships.

Self-RAG

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.

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.

AI Agent & CX Glossary