AI support chatbot glossary.
Plain-language definitions for customer service automation, ecommerce chat, human handoff, support analytics, and AI safety.
Definitions
46
Indexable glossary pages connected to solution and playbook content.
Terms
Definitions customers and AI answer engines can cite.
Each term explains what it means, why it matters, and where the reader should go next.
AI support chatbot
An AI support chatbot is a customer-facing assistant that answers support questions from approved knowledge and routes complex issues to a person.
Read definitionHuman handoff
Human handoff is the process of transferring a chatbot conversation to a real person with the full context of the chat.
Read definitionLow-confidence review
Low-confidence review flags AI answers that may not be reliable enough to send directly to a customer.
Read definitionSource-grounded answers
Source-grounded answers are generated from approved business knowledge rather than unsupported model memory.
Read definitionTicket deflection
Ticket deflection happens when customers get a useful answer before a ticket needs to be created.
Read definitionConversation analytics
Conversation analytics are metrics and insights from customer chats, including intent, outcomes, handoff, and unanswered questions.
Read definitionConversational commerce
Conversational commerce is the use of chat conversations to guide shoppers from questions to purchase decisions.
Read definitionProduct recommendation chatbot
A product recommendation chatbot suggests relevant products or next steps based on a shopper's question and context.
Read definitionLead capture chatbot
A lead capture chatbot collects visitor details and buying intent inside a conversation instead of relying only on static forms.
Read definitionKnowledge base retrieval
Knowledge base retrieval is the process of finding the most relevant approved content before generating an answer.
Read definitionOrder tracking automation
Order tracking automation handles repetitive post-purchase delivery and order status questions.
Read definitionBuyer intent
Buyer intent is the signal that a visitor is evaluating, comparing, or preparing to take a purchase or sales action.
Read definitionReview queue
A review queue is a place where teams inspect uncertain AI conversations and decide what should happen next.
Read definitionWebsite chat widget
A website chat widget is the embedded interface visitors use to ask questions and get help without leaving the page.
Read definitionAI resolution rate
AI resolution rate is the percentage of conversations the assistant can complete without human intervention.
Read definitionSupport escalation
Support escalation is the process of moving a conversation from automation to a qualified human or team workflow.
Read definitionCustomer service automation
Customer service automation uses software to handle repetitive support tasks and route complex issues efficiently.
Read definitionAI chatbot guardrails
AI chatbot guardrails are rules and controls that shape what an assistant can say, do, and escalate.
Read definitionChatbot knowledge base
A chatbot knowledge base is the approved content the assistant can use to answer customer questions.
Read definitionHandoff context
Handoff context is the structured information passed to a human when AI escalates a conversation.
Read definitionUnanswered questions
Unanswered questions are customer questions the assistant cannot confidently resolve from approved knowledge.
Read definitionShopify chatbot
A Shopify chatbot is a storefront assistant that helps shoppers with products, policies, orders, and buying questions.
Read definitionAI chatbot ROI
AI chatbot ROI is the business value created by faster answers, reduced support load, and assisted conversion.
Read definitionIntent routing
Intent routing classifies what a customer wants and sends the conversation to the right workflow.
Read definitionOrder tracking chatbot
An order tracking chatbot helps customers understand order status, shipping expectations, delivery issues, and escalation paths.
Read definitionLead qualification chatbot
A lead qualification chatbot identifies whether a website visitor is a good-fit sales opportunity before routing them to follow-up.
Read definitionRetrieval-augmented generation
Retrieval-augmented generation is an AI pattern where the model retrieves relevant source content before generating an answer.
Read definitionAI agent
An AI agent is software that uses AI to understand requests and take approved actions inside a workflow.
Read definitionCustomer intent
Customer intent is the goal behind a customer's message or website chat conversation.
Read definitionIntent detection
Intent detection is the process of identifying what a customer is trying to do from their message.
Read definitionSemantic search
Semantic search retrieves information based on meaning and context instead of exact keyword matching.
Read definitionVector search
Vector search uses embeddings to find content that is semantically close to a user's question.
Read definitionAnswer confidence
Answer confidence is an estimate of how reliable an AI answer is for a specific customer question.
Read definitionConversation summary
A conversation summary is a concise recap of a chat that helps humans continue without rereading everything.
Read definitionAutomated ticket triage
Automated ticket triage uses rules and AI classification to sort support work into the right path.
Read definitionCustomer effort score
Customer effort score is a metric that asks how easy or hard it was for a customer to complete their goal.
Read definitionFirst response time
First response time is the time between a customer asking for help and receiving the first useful reply.
Read definitionAverage handle time
Average handle time is the average amount of time an agent or support workflow spends on a customer issue.
Read definitionCustomer satisfaction score
Customer satisfaction score is a customer feedback metric for support quality after an interaction.
Read definitionEscalation rate
Escalation rate is the share of conversations that leave automation and move to a person or review workflow.
Read definitionSelf-service support
Self-service support gives customers the tools and answers they need to resolve issues independently.
Read definitionChatbot training data
Chatbot training data is the approved information used to configure or ground a chatbot's answers and behavior.
Read definitionAI customer experience
AI customer experience is the use of AI to make customer interactions faster, clearer, and more useful.
Read definitionSupport automation
Support automation is the process of using software to handle repeatable support tasks and routing decisions.
Read definitionBuyer assist
Buyer assist is conversational guidance that helps a visitor choose, compare, or take the next buying step.
Read definitionChat-to-ticket
Chat-to-ticket is the workflow of creating a support ticket from a live or AI-assisted chat conversation.
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