Real-time AI guidance for human agents during live customer interactions.
Afiniti’s AI and CX Glossary
The Contact Center Glossary is your go-to resource for understanding the essential terms related to call center software and customer experience.
A
Agent Assist
Agentic AI
AI systems that plan and take multi-step actions toward a goal with minimal human supervision.
B
Behavioral Pairing
Matching each customer with the agent most likely to produce a specific outcome, based on patterns in past interactions.
C
CCaaS
Cloud-delivered contact center software, run by the vendor and paid for on subscription.
Containment Rate
The share of interactions fully handled by automation without reaching a human agent.
Customer Lifetime Value
The total value a customer is expected to generate over the whole relationship.
D
Dialogue Management
The control layer that tracks a conversation’s state and decides what the system does next.
F
First Contact Resolution
The share of customer issues resolved in a single contact, with no follow-up needed.
I
Intelligence Layer
A unified layer that turns data from routing, automation, and quality systems into shared intelligence and decisions.
Intelligent Escalation
Deciding when and how an AI interaction should hand off to a human agent, with full context carried over.
M
Multi-Intent Handling
An AI agent’s ability to recognise and resolve several requests within one interaction.
N
Natural Language Understanding (NLU)
The AI capability that interprets what a person means, not just the words they used.
O
Outcome Orchestration
Coordinating AI and routing decisions around defined business outcomes rather than isolated task metrics.
P
Persona Pairing
Matching customers with AI agent personas based on which combination performs best for that interaction type.
Proof of Performance
Measuring AI impact through controlled comparison, so results reflect what the AI changed, not what would have happened anyway.
V
Voicebot
Software that holds spoken conversations with customers over the phone and voice channels.
Z
Zero-Out Rate
How often callers bypass the IVR to reach a human agent directly.