Glossary
Customer experience comes with a lot of language. We define the terms that matter, written for the people who use them.
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What is 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.
What is an AI agent?
What is an AI agent? Definition, examples, and uses.
What is customer satisfaction score (CSAT)?
What is CSAT? Customer satisfaction score explained.
What is generative AI?
What is generative AI? Examples, uses, and benefits.
What is retrieval-augmented generation (RAG)?
What is RAG? Retrieval-augmented generation explained.
Going deeper?
See how Gladly customers put this into practice in their day-to-day customer service work.