AI training data is the information used to teach AI models how to understand language, recognize patterns, and generate appropriate responses for customer service interactions.
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AI Personalization
AI personalization tailors customer service interactions to each individual's history, preferences, and context, delivering relevant, contextual support rather than generic responses.
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Fallback Behavior
Fallback behavior defines what an AI agent does when it cannot confidently answer a question or complete a requested action — including clarification, alternative suggestions, and human escalation.
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AI Confidence Score
An AI confidence score is a numerical measure of how certain an AI agent is about the accuracy of its response or the correctness of its intended action, used to trigger escalation or human review.
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Autonomous Resolution
Autonomous resolution is when an AI agent fully resolves a customer's issue end-to-end without any human intervention, including understanding the problem, taking action, and confirming the outcome.
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Semantic Search
Semantic search is an AI-powered search technique that finds information based on meaning and intent rather than exact keyword matches, enabling more accurate retrieval for customer service AI.
