Glossary
Key terms and definitions
Last updated March 25, 2026
Agent Copilot
An agent copilot is an AI tool that assists human support agents by drafting replies, summarizing conversations, and suggesting answers in real-time.
AI Support Agent
An AI support agent is autonomous software that resolves customer support requests through conversation without human intervention.
Auto-Resolution Rate
Auto-resolution rate is the percentage of customer support inquiries that AI resolves completely without human agent involvement.
Conversation Handoff
Conversation handoff is the process of transferring a customer from an AI agent to a human agent including passing full context and history.
CSAT Score
CSAT (Customer Satisfaction Score) is a metric measuring how satisfied customers are with a support interaction, typically collected via post-interaction surveys.
First Response Time
First Response Time (FRT) is the duration between when a customer submits a support request and when they receive the first response.
Hallucination (AI)
AI hallucination occurs when an AI generates a response that sounds confident but contains fabricated or inaccurate information not grounded in verified data.
Intent Detection
Intent detection is AI ability to understand what a customer is trying to accomplish from their message to enable accurate routing and response.
Knowledge Grounding
Knowledge grounding constrains AI responses to information from verified sources like help centers and documentation to prevent hallucinations.
Omnichannel Support
Omnichannel support provides unified customer service across multiple channels including email, chat, phone, social media, and messaging with shared context.
Self-Service Portal
A self-service portal is a customer-facing knowledge base or help center where customers find answers without contacting support agents.
Sentiment Analysis
Sentiment analysis is AI analysis of customer messages to detect emotional tone such as frustrated, happy, or neutral for prioritization.
SLA (Service Level Agreement)
An SLA is a contractual commitment for support response and resolution times that AI tools help teams meet consistently.
Ticket Deflection
Ticket deflection is when an AI chatbot or self-service tool resolves a customer issue before it becomes a support ticket requiring human attention.
Ticket Routing
Ticket routing is the process of automatically assigning incoming support tickets to the most appropriate agent or team based on topic, priority, and skills.