Glossary

Term	Definition
Agent	An Agent or Conversational Agent is any dialogue automation system that not only conducts Natural Language Processing but also responds automatically to customer queries in a contact center using human language over call and chat channels.
AHT	Average handle time (AHT) is a customer service metric that measures the average time spent on a customer’s call.
Bot	A bot is a form of virtual assistant that acts as an intelligent intermediary between people, digital systems, and internet-enabled things. Bots are intelligent with machine learning, natural language processing, and other forms of advanced software that allow them to handle complex human conversations, learn from past interactions, and improve responses over time.
Dialog tasks	Also referred to as automation.
Entity	Entities are the necessary fields, data, or words for a bot to complete the user’s request. With the required entities in hand, the Bots Platform can reach out to the web service and get the specific data or perform the action as per the user intent.
Intent	A few essential words in the utterance that describe what the user wants the bot to do. It is usually a combination of a verb and a noun. For example, in the above user utterance Book me a flight to Orlando for next Sunday, the intent is to book me a flight.
NLP	Natural Language Processing: NLP enables computers to understand natural language as humans do. Whether the language is spoken or written, natural language processing uses artificial intelligence to take real-world input, process it, and make sense of it in a way a computer can understand.
Transcript	The transcript functionality transcribes the audio for the agent and the customer in real-time.
Utterance	Anything that a user says to the bot is an utterance. For example, if the user types “Book me a flight to Orlando for next Sunday”, the entire sentence is considered as the user utterance.

Glossary

Term	Definition
Agent	An Agent or Conversational Agent is any dialogue automation system that not only conducts Natural Language Processing but also responds automatically to customer queries in a contact center using human language over call and chat channels.
AHT	Average handle time (AHT) is a customer service metric that measures the average time spent on a customer’s call.
Bot	A bot is a form of virtual assistant that acts as an intelligent intermediary between people, digital systems, and internet-enabled things. Bots are intelligent with machine learning, natural language processing, and other forms of advanced software that allow them to handle complex human conversations, learn from past interactions, and improve responses over time.
Dialog tasks	Also referred to as automation.
Entity	Entities are the necessary fields, data, or words for a bot to complete the user’s request. With the required entities in hand, the Bots Platform can reach out to the web service and get the specific data or perform the action as per the user intent.
Intent	A few essential words in the utterance that describe what the user wants the bot to do. It is usually a combination of a verb and a noun. For example, in the above user utterance Book me a flight to Orlando for next Sunday, the intent is to book me a flight.
NLP	Natural Language Processing: NLP enables computers to understand natural language as humans do. Whether the language is spoken or written, natural language processing uses artificial intelligence to take real-world input, process it, and make sense of it in a way a computer can understand.
Transcript	The transcript functionality transcribes the audio for the agent and the customer in real-time.
Utterance	Anything that a user says to the bot is an utterance. For example, if the user types “Book me a flight to Orlando for next Sunday”, the entire sentence is considered as the user utterance.