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Glossary of Terms

Uniphore's Glossary of Terms for Business AI

Topic of the Week

After Call Work (ACW)

After call work (ACW) is the sum of the post-call activities performed by customer service agents immediately after completing a call with a customer. These tasks typically include updating CRM records, logging call details, scheduling follow-ups and completing any necessary administrative work.

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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 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 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 Science Platform
Data Transformation
Deep Learning
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
Generative AI Software
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
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
Speech Analytics
T
Tag Management
Trend Analysis
V
Value-Based Sales
Virtual Assistant
Virtual Sales
Voice Analytics
Voice Biometrics
Voice of the Customer (VOC)
Z
Zero Data AI