Customer Self-Service Glossary

Navigate our comprehensive glossary for insights into crucial terms in customer service, AI chatbots, self-service, UI/UX, B2B SaaS, and app support. Find and understand with simplicity.

Accessibility in Conversational UI

Accessibility in Conversational UI refers to the design and implementation of user interfaces that are inclusive and usable by all, including those with disabilities.

Agent Assist Bots

AI-powered tools that aid customer support representatives in handling customer queries efficiently.

AI Chatbot Platforms

AI Chatbot Platforms are software applications that use artificial intelligence to simulate human conversation and provide customer support.

Automated Ticketing System

An Automated Ticketing System is a tool used in customer support to manage and resolve customer issues efficiently.

Average Handle Time (AHT)

AHT is a key metric in customer support that measures the average duration of one transaction, typically a call or chat.

Bot-Human Handoff

Bot-Human Handoff is a process in customer support where an AI bot transfers a customer interaction to a human agent.

Chatbot Deployment Strategies

Chatbot Deployment Strategies refer to the methods and plans used to implement and integrate chatbots into a business's customer support system.

Chatbot Development Tools

Software platforms and applications used to design, create, and manage chatbots for customer support and engagement.

Chatbot Ethics

Chatbot Ethics refers to the moral principles guiding the design, implementation, and use of chatbots in customer support.

Chatbot Personalization

Chatbot Personalization refers to the process of customizing a chatbot to provide personalized experiences to users in a customer support context.

Chatbot Scalability

Chatbot scalability refers to the ability of a chatbot to handle an increasing amount of work and its potential to be enlarged to accommodate that growth.

Chatbot Security

Chatbot Security refers to measures taken to protect chatbot systems and data from threats and breaches.

Chatbot Training

Chatbot Training refers to the process of improving a chatbot's ability to understand and respond to user queries in the context of customer support.


Chatbots are AI-driven software designed to interact with humans in their natural languages. These interactions occur on websites, mobile apps, or through messaging platforms in the context of customer support.

Contextual Understanding

In customer support, contextual understanding refers to comprehending the customer's situation, needs, and history to provide personalized service.

Continuous Learning

Continuous Learning refers to the ongoing process of acquiring, enhancing, and applying knowledge and skills in the context of customer support and success.

Conversational Analytics

Conversational Analytics is a method of data analysis in customer support and success, focusing on customer interactions and conversations.

Conversational Design Principles

Conversational Design Principles are guidelines used to create effective, engaging, and natural interactions in customer support and success.

Customer Service

Customer Service refers to the support provided by a company to its customers before, during, and after purchasing and using its products or services.

Customer Support

Customer Support refers to the range of services provided by a company to assist its customers in using its products or services correctly.

Data Privacy in Chatbots

Data privacy in chatbots refers to the protection and handling of sensitive user information collected by chatbots in a customer support context.

Dialog Management

Dialog Management is a crucial component in customer support, particularly in automated systems like chatbots.

Error Handling in Conversational UI

Error Handling in Conversational UI refers to the strategies and methods used to manage and respond to errors that occur during user interactions with a conversational user interface.

Escalation Management

Escalation Management is a critical process in customer support and success, ensuring complex issues are resolved efficiently.

FAQ Automation

FAQ Automation is a customer support tool that uses AI to automatically answer frequently asked questions.

Feedback Loop

In customer support, a feedback loop is a process of sharing and receiving feedback from customers to improve products or services.

First Contact Resolution (FCR)

First Contact Resolution (FCR) is a critical metric in customer support and success, measuring the ability to resolve customer issues at the first interaction.

Intent Recognition

In customer support, intent recognition refers to the ability of a system to understand and interpret a customer's purpose or goal.

Knowledge Base Integration

Knowledge Base Integration refers to the process of incorporating a knowledge base into a company's existing systems or platforms.

Live Chat Integration

Live Chat Integration refers to the incorporation of real-time chat functionality into a business's website or app to facilitate instant communication with customers.

Machine Learning (ML)

Machine Learning (ML) is a key aspect of artificial intelligence that enables systems to learn and improve from experience without explicit programming.

Multi-Turn Conversation

A type of interaction in customer support where the conversation involves multiple exchanges between the customer and the support agent.

Multilingual Chatbots

AI-powered tools that can interact with users in multiple languages, enhancing customer support in global markets.

Omnichannel Support

Omnichannel support is a multi-channel approach to customer service where all channels are integrated to provide a seamless customer experience.

Predictive Customer Service

Predictive Customer Service is a proactive approach in customer support that uses data analysis to anticipate customer needs.

Response Generation

Response Generation refers to the process of creating and delivering answers or solutions to customer inquiries in a customer support context.

Response Time

In customer support, response time refers to the duration between a customer's request and the company's first response.

Scripted Chatbots

Scripted chatbots are pre-programmed bots used in customer support to interact with users based on a set script.

Self-Service Portals

A digital platform that enables customers to access services, information, and support without direct assistance from customer service representatives.

Sentiment Analysis

Sentiment Analysis is a technique used in customer support to understand customer emotions towards a product or service.

Service Automation

Service Automation is the use of technology to automate repetitive tasks in customer support and service.

Service Level Agreement (SLA)

A contract between a service provider and a customer that specifies the level of service expected during the contract's duration.

Speech Recognition

Speech Recognition is a technology that converts spoken language into written text, used in customer support and success for efficiency and accessibility.

Text-to-Speech (TTS)

TTS is a technology that converts written text into spoken voice output, used in customer support and B2B SaaS environments.

User Engagement Metrics

These are measures used to assess the level of interaction between users and a B2B SaaS product or service.

User Feedback Loop

A User Feedback Loop is a process in customer support and success where customer feedback is collected, analyzed, and then used to improve the product or service.

User Intent Classification

In customer support, User Intent Classification is the process of determining what a user wants to achieve with their query.

User Journey Mapping

User Journey Mapping is a visual representation of a customer's interactions with a company, product, or service.

Voice Assistants

Voice Assistants are AI-powered tools that interpret and respond to spoken commands, often used in customer support and self-service.