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Glossary

Customer experience comes with a lot of language. We define the terms that matter, written for the people who use them.

ABC DEFGHIJKLMNOPQR STUVWXYZ

A

Agentic AI
Agentic AI is software that pursues goals end-to-end, planning, acting, and adapting across tools. Get the full definition and CX use cases.
AI agent
What is an AI agent? Definition, examples, and uses.

C

Customer satisfaction score (CSAT)
What is CSAT? Customer satisfaction score explained.

D

Deflection rate
Deflection rate measures support inquiries resolved without an agent. Learn the formula, benchmarks, and what to measure when customers come first.

G

Generative AI
What is generative AI? Examples, uses, and benefits.

I

Interactive voice response (IVR)
Interactive voice response (IVR) is an automated phone system that lets callers self-serve or get routed to the right agent without dialing twice.

K

Knowledge base
A knowledge base is an organized, searchable library of company information used by employees and customers to find answers without help.

N

Net Promoter Score (NPS)
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a brand, scored as a number from -100 to +100.

P

Prompt engineering
Prompt engineering is the practice of designing AI instructions to get accurate, useful, on-task responses. See the techniques and how it works.

R

Retrieval-augmented generation (RAG)
What is RAG? Retrieval-augmented generation explained.

S

Service level agreement (SLA)
What is an SLA? Service level agreement explained.

Going deeper?

See how Gladly customers put this into practice in their day-to-day customer service work.

Browse customer stories