AI - Artificial Intelligence 
The simulation of human intelligence processes by machines, especially computer systems, enabling them to perform tasks that typically require human intelligence. 

AI Call Center 
Utilises artificial intelligence to work alongside human agents to enhance customer service, including automating responses and analysing call data for improved interactions. 

AI Chatbot 
A program built to simulate conversations with humans using AI technology to understand and respond to queries in a natural manner, especially over the Internet and mobiles on digital messaging platforms. (How AI Chatbots Work)

AI Chatbot Guardrails 
Predefined rules and limits set in AI systems to guide the generation of content and responses, ensuring they are appropriate and within ethical boundaries. 

AI in Debt Collection 
Applying AI technology such as language models, generative AI, natural language processing, machine learning and automation to improve the efficiency and effectiveness of collecting owed funds, tailoring communication strategies to individual debtors. 

API (Application Programming Interface) 
A set of protocols and tools for building software and applications which allows communication between two software intermediaries. (What is an API?)

Bot Training 
The process of improving a chatbot's understanding and responses by feeding it information and letting it learn from interactions. 

Call Centre Software 
This software streamlines operations in call centres by managing calls, routing them to the appropriate agent, incorporating AI chatbots, and offering tools for monitoring and reporting. 

Conversational AI 
A subset of AI that allows machines to understand, process, and respond to human language in a natural and conversational manner. (More about Conversational AI)

Conversational AI Platform 
A solution that enables AI technology to interact with humans through natural language, providing responses, assistance, or information based on the user's input. 

Conversational Design 
The process of designing a natural, efficient, and enjoyable dialogue flow between the user and the system. (Designing Chatbot Conversations for Customer Engagement)

Contextual Understanding 
The ability of an AI system to keep track of the context of a conversation and understand references to previous statements. 

Customer Engagement Platform 
A platform that provides businesses with tools to communicate with customers across multiple channels, personalise interactions, interact using AI chatbots. (More about a Customer Engagement Platform)

Custom Language Model (CLM) 
A CLM is built to understand and generate text based on specific needs and preferences of an industry, e.g. credit and collections, enhancing its relevance and effectiveness for unique applications. (Give AI Chatbots the Edge with a Custom Language Model)

Debt Collection Software 
Digital tools that automate the process of recovering owed money from individuals or businesses, enhancing efficiency and accuracy for creditors or collection agencies. (More about Debt Collection Software and Best Debt Collection Technology for Customer Engagement)

Dialogue Management 
The system's method for managing the flow of a conversation, ensuring it progresses towards fulfilling the user's intent. 

Entity Recognition 
The process of identifying and categorising key information (entities) in text. Entities can be names, places, dates, etc. (What is Named Entity Recognition?)

Generative AI 
A type of AI capable of generating text, images, or other content that is similar to human-generated content. GAI works from language models. (What is the Difference Between Generative AI and Conversational AI?)

Intent Recognition 
The ability of an AI system to understand what the user wants to achieve from their input. (What are Intents?)

Large Language Model 
Advanced AI that processes and generates text based on vast amounts of data, enabling it to understand and produce human-like responses. (What is a Large Language Model?)

Machine Learning (ML) 
A subset of AI that provides systems the ability to automatically learn and improve from experience without being explicitly programmed. (What is Machine Learning in AI?)

Natural Language Generation (NLG) 
The process of generating natural language from a machine representation system such as a database or a logical form. 

Natural Language Processing (NLP) 
A branch of AI that helps computers understand, interpret, and manipulate human language. (What is Natural Language Processing in AI?)

Natural Language Understanding (NLU) 
Part of NLP, focusing specifically on understanding the intent and context of the text to comprehend what the user is saying or typing. 

Omnichannel 
A multi-channel approach to customer engagement that seeks to provide customers with a seamless experience whether they're interacting online from a desktop or mobile device. (Debt Collection Made Easy with Multichannel Messaging and Digital Channels)

Self-Service 
Systems or processes that allow customers to complete tasks and resolve their queries without needing to interact with a human agent. (More about Webio's Self-Service Studio)

Sentiment Analysis 
The process of determining the emotional tone behind words to understand the attitudes, opinions, and emotions expressed by the user. (What is Sentiment Analysis in AI?)

Transactional Bots 
Chatbots designed to carry out transactions such as orders or payments. 

User Experience (UX) 
The overall experience a user has with a company, its services, and its products, including the interactive aspects of conversational AI. 

Virtual Assistant 
Also called a digital assistant, it is an advanced chatbot that can perform tasks or services for an individual based on commands or questions. Often has a persona and is capable of continuous learning. (Why Contact Center Agents Welcome AI and Automation and Agent Experience & Intelligence)