Dive into our ultimate e-commerce glossary, featuring definitions of key terms, abbreviations, and concepts across the industry. Learn everything you need to know with clear, expert-curated explanations.
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AI agent
An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.
AI chatbot
An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.
AI in customer service
AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.
AI ticketing
AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.
AI workflow
AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.
Accuracy rate
Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.
Agent utilization rate
Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.
Agentic AI
Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.
Automated customer service solutions
Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.
Average Handle Time (AHT)
Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.
Average Resolution Time (ART)
Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.
CSAT
CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.
Chatbot
A chatbot is a software application designed to simulate conversations with human users, often used for customer service and support.
Chatbot engagement rate
Chatbot engagement rate measures how often users interact with a chatbot, indicating its effectiveness in engaging customers.
Contact centers
Contact centers are centralized offices where customer interactions are managed across various communication channels, including phone, email, and chat.
Conversational AI
Conversational AI refers to technologies that enable computers to simulate human-like conversations, enhancing customer interactions.
Cost per ticket
Cost per ticket refers to the average expense incurred by a company to resolve a single customer service request or inquiry, helping evaluate support efficiency.
Customer effort score
Customer Effort Score (CES) measures how easy it is for customers to interact with a company, often linked to customer satisfaction and loyalty.
Customer experience
Customer experience encompasses every interaction a customer has with a business, shaping their overall perception and satisfaction.
Customer retention rate
Customer retention rate measures the percentage of customers who continue to do business with a company over a specific period, reflecting customer loyalty and satisfaction.
Customer service performance metrics
Customer service performance metrics are key indicators used to evaluate and improve the effectiveness of a customer support team.
Customer support automation
Customer support automation refers to the use of technology to handle routine customer inquiries, freeing up human agents to focus on more complex tasks.
Deflection rate
Deflection rate measures the percentage of customer inquiries resolved through self-service options or automated systems, reducing the need for human intervention.
Delivery delays
Delivery delays occur when goods or services are not delivered on time due to various factors like logistical issues, supply chain disruptions, or adverse events.
Digital coworker
A digital coworker is an AI-driven colleague that handles repetitive tasks, freeing up human team members to focus on creative and strategic work.
E-commerce call center
An e-commerce call center is a dedicated support hub that assists online retailers by handling customer inquiries, orders, and issues related to online shopping experiences.
Escalation rate
Escalation rate refers to the percentage of customer support requests that are elevated to higher-level support tiers due to complexity or unresolved issues.
First Contact Resolution (FCR)
First Contact Resolution (FCR) measures the percentage of customer inquiries resolved during the first interaction, without the need for follow-ups.
First Response Time (FRT)
First Response Time (FRT) is the duration between when a customer submits a request and when they receive the initial reply, crucial for customer satisfaction.
Generative AI
Generative AI refers to artificial intelligence systems capable of creating new content, such as text, images, or music, based on the data they have been trained on.
LLM
LLM, or Large Language Model, refers to an advanced artificial intelligence system capable of understanding and generating human-like text.
Live agents
Live agents are real human support representatives who assist customers by addressing their inquiries and resolving issues in real-time.
Machine learning
Machine learning is a branch of artificial intelligence that enables systems to learn and improve from experience without explicit programming.
Multichannel support
Multichannel support refers to offering customer service across various communication channels, ensuring customers can reach out through their preferred method, whether it's email, chat, social media, or phone.
Multilingual support
Multilingual support refers to the capability of providing customer service and resources in multiple languages to accommodate a diverse customer base.
Omnichannel customer support
Omnichannel customer support provides a seamless experience across various communication channels, ensuring consistent assistance regardless of the platform used.
Predictive analytics in customer service
Predictive analytics in customer service involves using data, statistical algorithms, and machine learning techniques to identify the likelihood of future outcomes based on historical data, enhancing decision-making and customer interactions.
Response time
Response times refer to the duration it takes for a business to reply to customer inquiries or requests, impacting customer satisfaction and service quality.
Self-service customer support
Self-service customer support allows customers to find answers and solutions to their questions independently, using tools like FAQs, knowledge bases, and chatbots.
Sentiment analysis accuracy
Sentiment analysis accuracy refers to how correctly a system can identify and interpret the emotional tone behind a piece of text.
Support tickets
Support tickets are digital records of customer inquiries, issues, or requests that businesses use to track and manage customer service interactions efficiently.
Ticket backlog
Ticket backlog refers to the accumulation of customer inquiries or support tickets that remain unresolved over a certain period.
Ticket volume
Ticket volume refers to the total number of customer inquiries or support requests received by a customer support team within a specific period.
Virtual agent
A virtual agent is a software-based entity that uses artificial intelligence to interact with users, providing assistance and information in a conversational manner.
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