AI Definitions

  • C

    conversational user interface

    A conversational user interface is the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human users.

  • I

    Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.

  • S

    speech analytics

    Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.

  • V

    virtual agent (intelligent virtual agent or virtual rep)

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service.

  • virtual assistant (AI assistant)

    A digital assistant is an application program that can understand natural human language and complete electronic tasks for the end user.

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