Glossary
Support & AI terms, defined
Short, honest definitions of the words that get thrown around in automated support.
After-call work
The tasks completed after a call ends — and where conversions often leak.
Agent Intelligence Process
The self-learning layer that turns human-handled calls into approved AI patterns.
Average handle time (AHT)
The average duration of a call, including after-call work.
Deflection rate
The share of calls resolved without a human agent.
Intent detection
Identifying what a caller is trying to accomplish.
Pattern decay
When a previously high-performing pattern starts losing effectiveness.
Right-party contact
Reaching the actual person you intended to reach on a call.
Signal Gap
A question or situation the AI can't yet handle, which gets resolved and learned.