Glossary

Plain definitions of the terms that come up when a business automates its customer conversations. They run across AI, customer service, customer experience, chatbots, messaging and commerce.

Each page opens with a one-sentence definition, then explains what the term means when you are the one running the business, and links to the terms next to it.

A · C · F · I · L · P · R · S · T · W

A

• AI agent
• AI hallucination

C

• CSAT (customer satisfaction score)
• Cart abandonment
• Chatbot vs AI agent
• Click-to-WhatsApp ads
• Conversation-based pricing
• Conversational commerce

F

• First response time

I

• Intent detection

L

• Large language model (LLM)
• Live chat handover

P

• Payment link

R

• Resolution rate
• Retrieval-augmented generation (RAG)

S

• Shared inbox

T

• Ticket deflection

W

• WISMO (where is my order)
• WhatsApp Business API
• WhatsApp message templates

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