Customer Support Glossary link
A comprehensive guide to key terms used in customer support operations.
AI Technology link
AI Engines & Core Technologies link
| Term | Description |
|---|
| RAG (Retrieval-Augmented Generation) | A technique where AI generates responses by first retrieving relevant information from specified knowledge bases and then creating answers based on that information. |
| Large Language Model (LLM) | AI systems trained on vast amounts of text data that can understand and generate natural language. Examples include ChatGPT, Claude, and Gemini. |
| Generative AI | AI technology capable of creating new content such as text, images, and audio. |
| Natural Language Processing | NLP. Technology that enables computers to understand and process human language. |
| Machine Learning | AI technology that learns patterns from data to make predictions and decisions. |
AI-Powered Features link
| Term | Description |
|---|
| AI Chatbot | A system that uses AI to automatically respond to customer inquiries. Capable of 24/7 operation. |
| AI Response Assistant | An AI feature that helps agents with writing. Capable of improving responses, translation, and tone adjustment. |
| Knowledge Gap Detection | A feature that analyzes questions AI couldn’t answer to identify gaps in the knowledge base. |
| Intent Classification | A feature that automatically determines the purpose or intent from customer inquiry content. |
| Guardrails | Safety features that prevent AI from providing inappropriate responses. |
Support Features link
Ticket Management link
| Term | Description |
|---|
| Ticket | A unit for managing customer inquiries. Each ticket is assigned a unique number for tracking response status. |
| Ticket Management System | A system that centrally manages inquiries as “tickets.” LiveAgent is a prime example of this system. |
| Escalation | The process of transferring inquiries that cannot be handled by AI or first-line responders to senior staff or specialized departments. |
| Tags | Labels assigned to tickets for categorization and search purposes. |
| SLA (Service Level Agreement) | Contracts or rules that define target response times and resolution times. |
| Rules/Automation | Features that automatically execute ticket routing or status changes based on specified conditions. |
Communication Channels link
| Term | Description |
|---|
| Live Chat | A feature that enables real-time text communication on websites. |
| Omnichannel | A system that integrates multiple channels such as email, chat, phone, and social media for unified support. |
| Unified Inbox | A feature that allows managing inquiries from multiple channels in a single interface. |
| Customer Portal | A website where customers can search FAQs and check the status of their inquiries independently. |
| Forum | A community feature where customers can exchange information with each other and with support staff. |
Knowledge Management link
| Term | Description |
|---|
| Knowledge Base | A database that stores FAQs, manuals, product information, and other resources. Serves as the source for AI chatbot responses. |
| Canned Responses (Macros) | Templated responses for commonly used replies. Helps ensure quick responses and consistent quality. |
| FAQ | Frequently Asked Questions. A collection of common questions and their answers. |
Customer Support Metrics link
| Term | Description |
|---|
| First Response Time (FRT) | The time it takes to provide the initial response to a customer inquiry. |
| Resolution Time | The time it takes to resolve an inquiry from start to finish. |
| First Call Resolution (FCR) | The percentage of issues resolved during the first interaction. |
| CSAT | Customer Satisfaction. A metric that measures customer satisfaction levels. |
| NPS | Net Promoter Score. A metric that measures customer loyalty by asking customers to rate their likelihood to recommend on a scale of 0-10. |
Operational Efficiency Metrics link
| Term | Description |
|---|
| Self-Service Rate | The percentage of customers who resolve their issues independently using FAQs or knowledge bases. |
| Agent Utilization Rate | The percentage of time agents spend actively handling support tasks. |
| Concurrent Handling Capacity | The number of tickets or chats a single agent can handle simultaneously. |
System Integration link
| Term | Description |
|---|
| API | Application Programming Interface. A connection point that enables data exchange between systems. |
| CRM | Customer Relationship Management. A system that centrally manages customer information and interaction history. |
| Webhook | A mechanism that automatically notifies external systems when specific events occur. |
| SSO | Single Sign-On. An authentication method that allows access to multiple systems with a single login. |
| Term | Description |
|---|
| FlowHunt | A no-code AI platform used by SmartWeb for building AI chatbots. |
| LiveAgent | A helpdesk system used by SmartWeb that provides ticket management, live chat, and multichannel support capabilities. |
| Quality Unit | The Slovak company that develops FlowHunt and LiveAgent. |
