What is Chatbot APIs?

Chatbot API is a programming interface that helps to connect your chatbot to different applications, platforms, and systems. Chatbot APIs work...

What is Human Hand-off?

Human hand-off is the process of seamlessly transferring a customer from interacting with a chatbot to a live human agent. The...

What is Business Hours?

Business hours are the hours when a business or service is open to the public and available to customers. During business...

What is Goal Completion Rate?

Goal completion rate measures how effective a chatbot is in helping users reach predefined goals, whether resolving an issue, completing a...

What are AI Agents?

AI agents are software programs that autonomously perceive their environment, learn from data, make decisions, and act to achieve defined objectives....

What is an Email Ticketing System?

An Email Ticketing System is a software solution that helps organizations manage and streamline customer inquiries received via email. By converting...

What is Shared Inbox?

A shared inbox is a collaborative email management tool that enables multiple team members to access, manage, and respond to emails...

What is Skill-Based Routing?

Skill-based routing is an intelligent call or message distribution system that directs customer queries to the most qualified agent based on...

What is Service-Level Agreement (SLA)?

A Service Level Agreement (SLA) is a formal contract between a service provider and a customer that outlines the expected level...

What is IVR (Interactive Voice Response)?

Skill-based routing is an intelligent call or message distribution system that directs customer queries to the most qualified agent based on...

What Are Support Tickets?

A support ticket is a digital record of a customer inquiry, complaint, or request for assistance. It is used by businesses...

What is Chatbot Containment Rate?

The chatbot containment rate measures the percentage of interactions successfully handled by the chatbot without needing human intervention. A higher chatbot...

What is Fallback Message?

A fallback message is a predefined text response used by a chatbot whenever it fails to understand the user's input. The...

What is First Response Time?

First Response Time (FRT), also called First Reply Time, is the amount of time it takes for a business to respond...

What is AI Resolution Rate?

AI Resolution Rate measures the percentage of customer queries or issues resolved by AI tools, such as chatbots or virtual assistants,...

What is Net Promoter Score?

Net Promoter Score (NPS) is a way to measure how much your customers like your business. It helps you find out...

What is Customer Satisfaction Score?

Customer Satisfaction Score (CSAT) is a widely used metric that measures how satisfied customers are with a product, service, or specific...

What is Customer Effort Score (CES)?

Customer Effort Score (CES) is a way for businesses to find out how easy or hard it is for their customers...

What is Human Takeover Rate?

Human Takeover Rate is a critical metric in chatbot performance analysis. It measures the percentage of chatbot conversations that require intervention...

What is Retention Rate?

Retention rate is a key performance indicator (KPI) that measures how effectively chatbots maintain user engagement over time. This glossary provides...