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Glossary of Terms

Uniphore's Glossary of Terms for Business AI

Topic of the Week

Average Handle Time (AHT)

Average handle time (AHT) is a key performance indicator (KPI) in customer service and support that measures the average duration of a single customer interaction. This metric includes the total time an agent spends handling a customer inquiry, from the initial call or chat to any follow-up work required after the interaction ends. It is a critical measure for contact centers, as it helps assess efficiency and customer experience.

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A
Abandonment Rate
Acquisition Marketing
After Call Work (ACW)
Agent Coaching
Agent Guidance
Agent Performance Analytics
AI Assistant
AI Chatbot
AI Data Preparation
AI Guardrails
AI Knowledge
AI Ready Data
AI Training Data
Artificial Intelligence (AI)
Automated Quality Management (AQM)
Automatic Speech Recognition (ASR)
Average Handle Time (AHT)
Average Wait Time (AWT)
B
Behavioral Segmentation
Brand Advocacy
Buyer Sentiment
C
Call Center Compliance
Call Center Monitoring
Chatbot
Cognitive Search
Compliance Recording
Composable AI
Composable Architecture
Composable CDP
Customer Data Platform (CDP)
Customer Engagement Management
Customer Experience (CX)
Customer Experience Analytics
Customer Identity Terminology
Customer Interaction Analytics
Customer Lifetime Value (CLV)
Customer Loyalty
Customer Relationship Management (CRM)
Customer Satisfaction (CSAT)
Customer Sentiment Analysis
D
Data Aggregation
Data Capture
Data Cleansing
Data Connectors
Data Enrichment
Data Governance
Data Ingestion
Data Lineage
Data Normalization
Data Orchestration
Data Preprocessing
Data Readiness 
Data Science Platform
Data Transformation
Deep Learning
Digital Twin of a Customer
E
Embedding
Enterprise AI
Enterprise AI Solutions
Explainable AI (XAI)
Extract, Transform, Load (ETL) solution
F
Fine Tuning
First Call Resolution (FCR)
First Party Data
G
Generative AI
Ground Truth 
H
Hybrid Search
Hypersegmentation
I
Indexing
Instruction Fine Tuning
Intelligent Applications
Intelligent Decision Support
Intelligent Virtual Assistant
Interaction Analytics
K
Knowledge AI
Knowledge Base
L
Large Action Models (LAM)
Large Language Model (LLM)
LLM Analytics
LLM Training Data
M
Manual Quality Management
Martech Stack
Metadata Management
Multicloud Data
Multimodal Data
N
Natural Language Processing (NLP)
Natural Language Understanding (NLU)
Net Promoter Score (NPS)
Neurosymbolic AI
O
Optical Character Recognition (OCR)
P
Predictive Analytics
Promise Management
Q
Quality Management
R
Real Time Data Processing
Real-Time Agent Assist
Relevance Feedback
Retrieval-Augmented Generation (RAG)
Revenue Operations
Reverse ETL
RFM Analysis
S
Sales Engagement
Sales Operations
Sales Performance Management
Self-Service
Semantic Analysis
Sentiment Analysis
Similarity Search
Small Language Models (SLMs)
Sovereign AI
Speech Analytics
T
Tag Management
Trend Analysis
U
Unstructured Data
V
Value-Based Sales
Virtual Assistant
Virtual Sales
Voice Analytics
Voice Biometrics
Voice of the Customer (VOC)
W
What is a CDP?
Z
Zero Copy Data
Zero Data AI