ASR (Automated Speech Recognition): The technology that converts spoken audio into written text for processing by the AI.

Agentic AI: AI systems capable of planning and executing multi-step tasks autonomously (e.g., searching a database, updating a record, and confirming a result).

AHT (Average Handle Time): The total duration of a customer interaction, including talk time and after-call work.

CCaaS (Contact Center as a Service): A cloud-based customer experience solution that provides contact center capabilities.

Containment Rate: The percentage of calls fully resolved by an automated system without requiring transfer to a human agent.

Conversation Design: The discipline of crafting natural, effective dialogue flows for AI agents.

Full-Duplex: Conversational capability where the AI can listen and speak simultaneously, allowing for natural interruptions and turn-taking.

IVR (Interactive Voice Response): Legacy automated telephony systems that typically rely on keypad (DTMF) or simple keyword inputs.

KYC (Know Your Customer): The mandatory process of verifying the identity of a client, common in financial services.

Latency: The delay between a user finishing their sentence and the AI beginning its response.

LLM (Large Language Model): AI models trained on vast amounts of text that provide the "reasoning" and natural language understanding for modern Voice AI.

Multimodal: AI interfaces that combine multiple input/output types, such as voice, text, and visual markers on a screen.

PII (Personally Identifiable Information): Data that can be used to identify a specific individual (e.g., SSN, name, birthday).

TTS (Text-to-Speech): The technology that converts the AI's written response into natural-sounding spoken audio.