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The key terms in customer service, call centers and AI — explained briefly, with a practical focus. 41 entries.

Ticketing and service

EscalationPassing a case to a higher level.ITILAn established framework for IT service management.OmnichannelAll channels in one shared history.PriorityHow urgent a case is.RMA (Return Merchandise Authorization)A defined process for returns and repairs.Self-serviceCustomers solve issues themselves, without an agent.Service deskA central point of contact for requests and incidents.SLA (Service Level Agreement)Agreed deadlines for response and resolution.SLA breachA missed response or resolution deadline.TicketA logged issue with a number, status and owner.QueueAn ordered list of open cases or waiting calls.WorkflowRules that route and process cases automatically.

Call center and telephony

ACD (Automatic Call Distribution)Automatic distribution of inbound calls.InboundIncoming calls and requests.IVR (Interactive Voice Response)A voice menu that routes callers.OutboundOutgoing calls and campaigns.Power dialerDials the next number automatically.Predictive dialerDials several numbers ahead.Call-backCallers can request a call-back instead of waiting.SIP trunkConnects a phone system to the phone network over IP.Skill-based routingAssignment by agent skills.VoIPTelephony over the internet.

AI and automation

Conversational AIAI that holds conversations in natural language.Intent recognitionIdentifies what a customer wants.AI assistance for agentsSuggestions and summaries while working.Machine learningMethods that learn from data.NLP (Natural Language Processing)Computer processing of natural language.NLU (Natural Language Understanding)Understanding the intent behind a statement.RPA (Robotic Process Automation)Software that automates repetitive screen work.Speech-to-text (speech recognition)Converts spoken language into text.Sentiment analysisRecognises whether a customer is happy or annoyed.Text-to-speech (speech synthesis)Converts text into spoken language.Voicebot / AI voice assistantA voice assistant that handles phone calls.

Metrics

Abandonment rateShare of callers who hang up before being answered.ACW (After Call Work)Wrap-up work after a call.AHT (Average Handling Time)Average handling time per contact.ASA (Average Speed of Answer)Average waiting time until a call is answered.CSAT (Customer Satisfaction)Customer satisfaction after a contact.FCR (First Contact Resolution)Share of issues resolved at first contact.FRT (First Response Time)Time to the first reply.TTR (Time to Resolution)Time to resolve a case.
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