Chatbot Glossary

As businesses strive to improve customer experiences and streamline workflows, chatbots have emerged as a popular solution that leverages artificial intelligence to automate customer interactions, from service requests to lead generation activities. However, with the rapid adoption of chatbots, many users may be unfamiliar with the terms and concepts related to chatbot development and deployment. That's why we've created this chatbot glossary page – to provide a quick and easy reference guide that can help you better understand the key terms and concepts related to AI chatbots. Whether you're a business owner, a customer support professional looking to explore chatbot options or a developer working on a chatbot project, this glossary section is the go-to destination to enhance your knowledge of chatbot terminology.

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

A

Agent

Agent can be defined as a professional individual who serves as a point of contact between a company and its customers. They are responsible for providing assistance, answering queries, and resolving any issues that customers may have.

AI Chatbot

Conversational AI chatbots use AI to simulate human-like conversations with users, allowing for automated customer support workflows such as sales, and marketing. They can be integrated into various platforms, namely, website, mobile app and messaging platforms.

Algorithm

An algorithm is a set of logical steps or instructions designed to solve a specific problem or task for the chatbots. They are used to process and manipulate data systematically and efficiently.

API

An Application Programming Interface (API) enables different software systems to communicate and share data with each other. Through APIs, developers can access specific functionality and services provided by other software applications, enabling them to build new applications or integrate existing ones more efficiently.

B

Big Data

Big data refers to large and complex sets of data in chatbots that are challenging to manage and analyze using traditional methods. AI and machine learning technologies are often used to extract insights and patterns from big data sets, enabling businesses to make data-driven decisions and improve their operations.

Bot

Bots are also commonly referred as Chatbot. They automate simple and repetitive tasks through natural language conversations with users. They can follow a set of rules or leverage AI algorithms to respond to more complex inputs, improving efficiency and reducing customer service agent workload.

Bot Deflection

Bot deflection rate is the percentage of customer inquiries that are resolved by a chatbot or voicebot, resulting in reducing the workload on human support agents.

Business Intelligence

Business Intelligence (BI) involves analyzing large data sets of chatbots to uncover valuable insights and trends that inform strategic business decisions.

C

Campaign

A campaign is a strategic effort to achieve a specific business goal or objective through a series of planned outreach activities aimed at a specific audience or target market.

Chat Widget

Chat widgets provide visitors with a quick and convenient way to initiate a real-time conversation with a company representative, improving user experience and customer support.

Cloud

The Cloud enables users to access and manage digital resources, including files, applications, and computing power, over the internet, eliminating the need for complex hardware or infrastructure.

Contact Centre

A contact center is a centralized hub for customer service, managing communication with customers through multiple channels. It enables businesses to interact with customers and provide support through phone, email, chat, social media, and other tools.

D

Dashboard

A dashboard is a user interface that presents visual elements to provide users with the necessary information. It allows users to generate reports, monitor key metrics, and measure KPIs related to bot and agent performance.

Deep Learning

A type of machine learning that involves training neural networks with large amounts of data to make predictions or decisions without being explicitly programmed. In the context of chatbots, deep learning can be used to improve the chatbot's ability to understand and respond to natural language inputs.

Data Analytics

Refers to the process of examining and analyzing data sets to draw insights and conclusions from the information they contain. In the context of chatbots, data analytics can be used to analyze user interactions with the chatbot, identify patterns in user behavior, and optimize the chatbot's performance.

Decision Tree

A decision tree is a flowchart-like model that represents the decision-making process. In the context of chatbots, decision trees can be used to guide the conversation with the user by presenting a series of pre-defined options based on the user's responses.

E

Embed

Embedding involves inserting coded scripts into specific areas of a website or application to add functionality or features.

Encryption

Encryption is the process of translating readable data into a secret code to protect against cyber attacks and theft. This includes conversations between humans and voice/chatbots, which can be fully encrypted for security purposes.

Entity

An entity is a unique attribute associated with an individual, product, or company, often used in AI to describe a query or product feature such as time, location, person, number, or characteristic.

Enterprise-Grade

Enterprise-grade products offer integrated features and specifications designed to simplify complex processes and improve overall product management for businesses.

F

Facebook Messenger Chatbot

A Facebook Messenger Chatbot is an AI-powered application that facilitates communication between people, which can include customer service, acquisition, or engagement.

Filters

Filters are functions within software that allow users to search for relevant data based on criteria such as CSAT scores, triggers, and customer queries.

Feedback

Feedback is the process of receiving results based on an action taken by a subject. In the context of conversational platforms, a feedback form may be shared with users after a conversation with a chatbot or voicebot to measure the effectiveness of communication.

Framework

A framework is a defined set of rules or steps used to plan, program, develop, and deploy chatbots and voicebots, including the definition of modules, architecture, and technology.

G

GDPR

GDPR, or general data protection regulation, is a set of guidelines designed to protect the personal data of European citizens. It requires businesses operating in the EU to disclose their use of customer data and to adhere to certain principles to prevent its misuse.

Goal Completion Rate

Goal Completion Rate (GCR) is a metric used to measure the percentage of visitors who complete a specific goal, such as filling out a form or making a purchase.

GPT

GPT stands for "Generative Pre-trained Transformer". It is a type of artificial intelligence language model developed by OpenAI that uses deep learning techniques to generate human-like responses to text-based inputs.

Gamification

Gamification in AI chatbots refers to the use of game-like elements such as points, badges, and rewards to engage and motivate users to interact with the chatbot. This approach is often used to enhance the user experience, increase user engagement, and drive specific behaviors or actions.

H

Handover protocol

Handover protocol is the process of transferring a chat or conversation from one chatbot to another or from a chatbot to a human agent. The protocol ensures that the context of the conversation is retained, and the handover is seamless.

Historical chat data

Historical chat data refers to the records of past conversations between a chatbot or human agent and a user. This data can be used for analysis, training chatbots, improving customer experience, and identifying common issues or questions that customers have.

Handled Chats

Handled chats refer to the total number of conversations that have been handled by a chatbot or customer service agent, including resolved and unresolved issues.

Helpdesk

A helpdesk is a dedicated platform created by a business to provide assistance and support to end-users, typically through a ticketing system or live chat support.

I

Image Recognition

Image Recognition is a software program that can identify specific objects or information within an image. It can extract data in the form of text, numbers, or other objects from images.

Inbound Message

Inbound messages are messages initiated by users and directed towards businesses. They are routed from an end user's device and delivered to the business.

Integrations

Integration is the process of combining different software systems to create a unified single system that can work seamlessly.

Intent

In the context of AI, machine learning, and chatbots, intent refers to the customer's purpose or intention behind their message. By analyzing the language used in the message, the chatbot can direct the customer to the appropriate agent or bot to handle their query.

J

JSON

Image Recognition is a software program that can identify specific objects or information within an image. It can extract data in the form of text, numbers, or other objects from images.

Journey Mapping

Journey mapping in the context of chatbots refers to the process of visualizing and understanding the user's journey while interacting with the chatbot. It helps to identify pain points, gaps and opportunities to optimize the user's experience with the chatbot.

K

Knowledge Base

A knowledge base is a repository that stores structured and unstructured data, which can be used for knowledge sharing. In the context of AI, a knowledge base is not just a storage system for data, but also a tool for training and problem-solving using data from past experiences. By leveraging information from a knowledge base, AI can improve its performance and accuracy over time.

Keywords

A keyword is a specific term or phrase that a user enters into a search engine to find relevant content. Keywords are vital for search relevancy and should be incorporated into any web content to improve search engine rankings. Additionally, websites can use the keyword meta tag to provide search engines with information about the content of a web page.

Key Performance Indicators

Key Performance Indicators (KPIs) are metrics used to measure the performance of an organization, team, or individual towards achieving their goals. In the context of chatbots, KPIs can be used to measure their effectiveness and impact on customer service, sales, engagement, and other relevant areas.

Knowledge Graph

A Knowledge Graph is a type of database that uses a graph structure to organize information and their relationships. In the context of chatbots, a knowledge graph can be used to store and manage the knowledge required for the bot to understand and respond to user queries accurately. It can also help improve the bot's performance by providing contextually relevant information to users.

L

Lead Generation

Lead generation involves the process of identifying and nurturing potential customers to increase their interest in a business with the aim of converting them into paying customers. Different types of leads can be generated in this process, such as Chat Qualified Leads (CQLs), Marketing Qualified Leads (MQLs), Sales Qualified Leads (SQLs), and Product Qualified Leads (PQLs).

Live Agent

Live Agent refers to a human customer support representative who provides instant help to customers through real-time communication channels like chat. When a chatbot is deployed, customers can initiate chat sessions with Live Agents by clicking on a button, link, or invitation on a webpage.

Live Chat

Live chat is a real-time communication tool that enables users to have text-based conversations with customer service representatives or chatbots. It's often used on websites and in apps to provide immediate assistance or support.

Language Model

A language model is a type of AI model that's used to process and understand natural language text. It's trained on large datasets of text to learn the rules and patterns of language use. Language models are often used in chatbots to enable them to understand and generate human-like responses to user inputs.

M

Machine Learning

Machine learning is a branch of artificial intelligence that involves the creation of algorithms that enable computer systems to learn and make predictions or decisions without being explicitly programmed. Through the use of large datasets, machine learning algorithms can identify patterns, relationships, and insights that can be used to improve performance.

Message Templates

Message templates are pre-designed messages that businesses can send to customers who have opted-in to receive communications. These templates are formatted to convey specific types of information, such as appointment reminders, order confirmations, or promotional offers.

Metrics

Metrics are quantifiable measurements that businesses use to track and evaluate their performance over time. In the context of digital analytics, metrics might include website traffic, conversion rates, engagement levels, or customer satisfaction scores.

Multichannel

Multichannel communication refers to the use of multiple channels or platforms to engage with customers or users. This might include social media, messaging apps, email, phone calls, or in-person interactions. By deploying a multichannel strategy, businesses can reach their target audience through a variety of touchpoints and provide a seamless experience across all channels.

N

Node

In the context of chatbots, a node refers to a specific step or point in a chatbot conversation flow. It could be a question, a statement, or an action that prompts the user to respond in a certain way.

No-code chatbots

No-code chatbots refer to chatbots that can be built and deployed without the need for programming skills or writing code. These chatbots are created using user-friendly graphical interfaces and drag-and-drop features, making it easy for anyone to build a chatbot, even without technical expertise in artificial intelligence or software development.

Natural Language Processing

Natural language processing (NLP) is the branch of AI that focuses on making computers understand human language, both written and spoken, and respond in a way that feels natural and intuitive to the user.

Natural Language Understanding

Natural language understanding (NLU) is the part of natural language processing that deals with analyzing and interpreting human language, including things like syntax, semantics, and context, to derive meaning and insights from unstructured text and speech data.

O

Omnichannel

Omnichannel customer support provides a seamless shopping experience across multiple channels, whether it's through online shopping on desktop or mobile, social media, or physical stores.

Opt-In

Opt-in is a process where a user grants permission to receive promotional messages or participate in an event from a business.

Opt-Out

Opt-out is a process where a user revokes permission to receive promotional messages or participate in an event from a business.

OTP

One-Time Password (OTP) is a temporary code consisting of alphanumeric characters sent to a user to log in to a platform or complete a transaction within a specified time frame. It provides an extra layer of security to verify the user's identity.

P

Profanity filters

Profanity filters refer to software programs that can identify and filter out offensive or inappropriate language used in chatbot interactions. These filters are commonly used by businesses to maintain a professional and respectful tone in their conversations with customers.

Payment gateways

Payment gateways are platforms that facilitate online transactions between customers and businesses. They are used by chatbots to process payments for products or services purchased by customers. Payment gateways provide a secure and seamless way for customers to make payments and for businesses to receive payments.

Predictive analytics

Predictive analytics is a type of data analytics that uses statistical algorithms, machine learning techniques, and artificial intelligence to analyze historical data and make predictions about future events or outcomes. In the context of chatbots, predictive analytics can be used to anticipate customer needs and behaviors, predict the likelihood of a customer making a purchase, and provide personalized recommendations and solutions.

Pop-up notifications

Pop-up notifications are interactive messages that appear as clickable windows on a user's device or browser. Businesses utilize pop-up notifications to instantly communicate with customers by sending promotional messages, offers, or any other information that requires immediate attention.

Q

Query

This refers to a user's question or request for information that is submitted to a chatbot. The chatbot processes the query and provides a response based on the information available to it.

QPS

This stands for Queries Per Second and is a metric used to measure the performance of a chatbot in handling incoming user requests. The higher the QPS, the more queries a chatbot can handle in a given amount of time.

Quick Replies

These are pre-defined response options that a chatbot provides to users to help guide the conversation. Quick replies can be in the form of buttons or options that the user can click to provide a response.

Quality Assurance

This is the process of ensuring that a chatbot is performing as expected and providing accurate responses. Quality assurance involves testing and validating the chatbot's functionality, accuracy, and usability, among other factors.

R

Response Time

Response Time refers to the duration between the user's message or query to the chatbot and the time the chatbot takes to respond back to the user. It is an essential metric for evaluating the chatbot's efficiency and user experience.

Rule-based chatbots

Rule-based chatbots are chatbots that follow a predefined set of rules and decision trees to respond to user input. These chatbots rely on a set of pre-determined rules and logic to understand user queries and provide relevant responses.

Real-time monitoring

Real-time monitoring is a feature of a chatbot platform that provides an admin with a dashboard to view and track voice and chat conversations in real-time. This allows the admin to monitor the performance of the chatbot and ensure that it is meeting the needs of the users.

Robotic Process Automation

Robotic Process Automation (RPA) is a software technology that enables the development and deployment of bots that emulate natural conversations and automate high-volume repetitive tasks.

S

Semantic Analysis

Semantic analysis refers to the use of natural language processing to understand the contextual meaning behind conversational text and sentence structure.

Sentiment Analysis

Sentiment analysis is a technique used by chatbots to identify and analyze the positive, negative, or neutral sentiment behind a customer's input, allowing for tailored responses.

Session

In the context of chatbots, a session is a conversation that takes place between the user and the bot within a defined time frame.

SOC 2

SOC (System and Organizational Controls) is a set of data compliance standards that businesses must adhere to when managing customer data. SOC 2 is based on five trust service principles: security, availability, processing integrity, confidentiality, and privacy.

T

Trigger

Trigger are user-defined signals that prompt a chatbot to respond to specific user actions or events. These signals can be customized to initiate a predefined chatbot response, allowing for a more tailored and personalized conversational experience.

Template

A pre-built structure or design that can be used to create a chatbot quickly and easily without starting from scratch.

Tone detection

A natural language processing technique used by chatbots to detect the tone or sentiment behind a user's message, such as whether it's positive, negative, or neutral.

Third-party integration

The process of connecting a chatbot to external services or platforms, such as social media or payment gateways, to enhance its functionality and provide more value to users.

U

Unstructured Data Analytics

The process of analyzing data that does not have a predefined structure, such as text data from chatbot conversations, to uncover patterns and insights.

Use case

A specific scenario or problem that a chatbot is designed to address or solve for its users. This is also termed as case study.

User Experience

The overall experience that a user has while interacting with a chatbot, including the ease of use, effectiveness of the chatbot, and satisfaction with the interaction.

User Data

The data collected from a user's interaction with a chatbot, including their preferences, behavior, and history, that can be used to personalize the chatbot's responses and improve its performance.

V

Virtual Assistant

A virtual assistant is a software program designed to provide assistance to users through text or voice-based communication, utilizing natural language processing and AI. It can perform various tasks or provide services based on user inputs.

Voice bot or Voice chatbot

A voicebot is an automated tool that uses artificial intelligence to interact with customers through voice communication. It enables businesses to automate processes such as customer support and provides users with natural language processing-enabled voice assistance in real-time.

Validation

Validation in chatbots refers to the process of ensuring that user inputs are accurate and conform to expected formats or requirements.

Voice recognition

Voice recognition is a technology that enables chatbots to understand and interpret spoken language, allowing users to interact with the chatbot using voice commands.

W

Webhooks

Webhooks are automated messages sent from a web application to another application, triggered by an event. Chatbots can use webhooks to receive data from third-party services and trigger specific actions.

Widget

A widget is a graphical user interface element that can be embedded in a website or mobile app to display information or provide functionality. Chatbots can be integrated into widgets to provide conversational interfaces for specific tasks.

Workflow

Workflow refers to a series of automated steps that are taken by a chatbot to complete a specific task or handle a specific request. Workflows can be customized based on the specific needs of the chatbot and its users.

Wake words

Wake words are specific keywords or phrases that can be used to activate a chatbot or virtual assistant, allowing it to start listening for user input. For example, "Hey Siri" or "OK Google" are wake words used to activate Apple's Siri and Google Assistant, respectively.

X

XML

A markup language commonly used for data exchange and configuration in software systems, including chatbots.

Y

YAML

A data serialization format that is sometimes used to configure chatbots.

Z

Zero-shot learning

A type of machine learning where a model is trained to classify objects or concepts it has never seen before.

Zapier

Zapier is a web-based automation tool that allows you to integrate various apps and services without creating custom integrations. It streamlines workflows by automating repetitive tasks between apps without requiring coding skills.

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