Loading...
Key terms and definitions for modern customer support teams. Learn the language of AI-powered help desks and customer experience.
An artificial intelligence-powered program that can simulate conversations with users, answer questions, and provide support. Unlike rule-based chatbots, AI chatbots use natural language processing to understand intent and generate relevant responses.
The percentage of support inquiries that are resolved without requiring human agent intervention. Higher deflection rates indicate effective self-service and AI automation.
The percentage of customer issues resolved in a single interaction. Higher FCR rates typically correlate with higher customer satisfaction and lower support costs.
A software platform that manages customer support interactions across multiple channels. Modern help desks include ticket management, knowledge bases, team collaboration tools, and analytics.
The process of transferring a customer conversation from an AI system to a human agent. Effective handoff includes passing conversation context and suggested responses.
A centralized repository of information including documentation, FAQs, policies, and troubleshooting guides. Knowledge bases power AI chatbots and enable customer self-service.
A support strategy that provides seamless customer experience across all channels (web, email, social, messaging apps). Customers can switch channels without losing context.
An AI technique that combines large language models with external knowledge retrieval. RAG chatbots search a knowledge base for relevant context before generating responses, ensuring accuracy and reducing hallucinations.
The total time from when a customer initiates contact to when their issue is fully resolved. Includes first response time, handling time, and any follow-up interactions.
AI-powered analysis of customer messages to determine emotional tone (positive, negative, neutral). Helps prioritize urgent issues and measure customer satisfaction.
A commitment to respond to or resolve customer issues within a specified timeframe. SLAs define expectations and help measure support team performance.
A record of a customer interaction that requires resolution. Tickets track the conversation, assign ownership, and record resolution details for future reference.
The number of support tickets received over a specific time period. Reducing ticket volume through AI deflection and self-service is a key support efficiency metric.
A single interface that aggregates customer messages from all channels (email, chat, social, phone). Enables agents to manage all conversations in one place.
Mathematical representations of text that capture semantic meaning. Used in RAG systems to find relevant knowledge base content based on meaning rather than keywords.
Want to see these concepts in action? Try LiveDesk free and experience AI-powered customer support.