Chatbot glossary

AI Hallucination

Definition, Why Chatbots Make Things Up, and What Reduces It

Vector Database

Definition, How Similarity Search Works, and When You Need One

Net Promoter Score (NPS)

Definition, Formula, and What Counts as Good

Sentiment Analysis

Definition, How It Works, and Why Chatbots Use It

RCS Messaging

What It Is, How Businesses Use It, and Where It Fits

AI Virtual Assistant

One Label, Three Products, and the Allegiance Test That Sorts Them

Prompt Engineering

What It Is, What It Actually Fixes, and Where It Stops

Speech-to-Text (STT)

The Input Half of a Voice Bot, and Why Its Errors Cost the Most

Text-to-Speech (TTS)

The Output Half of a Voice Bot, and Why Latency Beats Beauty

Agentic AI

What 'Agentic' Actually Means, the Autonomy Spectrum, and How to Read the Label

Language Detection

How a Chatbot Decides What Language You're Speaking, and Why It Guesses Wrong

Channel Strategy

Choosing Which Channels a Chatbot Runs On, and Why Fewer Is Often Better

Context Window

The Fixed Budget of Text a Chatbot's Model Can Read at Once

Confirmation Message

The Bot's Turn That Closes the Loop Before It Commits

Chatbot Onboarding Flow

The Guided First Session That Decides Whether a User Comes Back

Chatbot Greeting Message

The First Turn That Sets Every Expectation

Chatbot Knowledge Base

The Content a Bot Actually Answers From

Dialog State Tracking

How a Chatbot Remembers the Conversation It's In

Intent Confidence

What the Score Means and How to Act on It

Turn-Taking in Chatbots

Definition, Voice vs Text, and Why It Breaks

Chatbot Resolution Rate

Definition, Formula, and Healthy Ranges

Chatbot First Response Time

Definition, Formula, and Healthy Ranges

Chatbot Abandonment Rate

Definition, Formula, and Healthy Ranges

Chatbot Containment Rate

Definition, Formula, and Healthy Ranges

Chatbot CSAT

Definition, Formula, and Healthy Ranges

Chatbot Escalation Rate

Definition, Formula, and Healthy Ranges

Chatbot Fallback Rate

Definition, Formula, and What's Normal

Quick Reply vs Button

What's the Difference in Chatbots?

Chatbot Personality Prompt

What It Is and How to Write One

Small Talk Handling

What It Means and How Chatbots Do It

Session Context

Definition, How Chatbots Use It, and Examples

Chatbot ROI

Definition, Formula, and How SMBs Measure It

BYOLLM (Bring Your Own LLM)

Definition, Trade-offs, and When to Use It

Chatbot Broadcast

Definition, Use Cases, and Compliance Rules

Chatbot Handoff Rules

How to Route Conversations to Humans the Right Way

Chatbot Deflection vs Containment

What's the Difference and Why It Matters

Chatbot Conversion Rate

Definition, Formula, and Benchmarks

Large Language Model (LLM)

Definition, How LLMs Work, and Examples

Natural Language Understanding (NLU)

Definition and How It Powers Chatbots

Fallback Intent

Definition, Purpose, and Best Practices

Intent Recognition

Definition, How It Works, and Chatbot Examples

Retrieval-Augmented Generation (RAG)

Definition, How It Works, and Examples

System Prompt

Definition, How It Shapes LLM Behavior, and Examples

AI Agent

Definition, How Agents Differ from Chatbots, and Examples

Chatbot Deflection Rate

Definition, How to Measure It, and Benchmarks

Chatbot Personality

Definition, How to Design It

Chatbot Quick Reply

Definition, UX Patterns, and Best Practices

Conversational AI

Definition, Components, and Use Cases

Entity Extraction

Definition, How It Works in Chatbots

Human Handoff

Definition, Best Practices, and Examples

Lead Generation Chatbot

Definition, How They Capture Leads, Examples

Live Chat

Definition, How It Differs from Chatbots, and Best Practices

Natural Language Processing (NLP)

Definition, How It Works, and Applications

Webhook

Definition, How Webhooks Work, and Examples

AI Agent vs Chatbot

Key Differences and When to Use Which

Chatbot Training

Definition, How It Works, and Best Practices

Conversation Design

Definition, Discipline, and Best Practices

Customer Service Chatbot

Definition, Best Practices, and Examples

Model Context Protocol (MCP)

Definition, How It Works, and Why It Matters

Utterance

Definition and Role in Chatbot Training

What is a Chatbot? Definition, Types, and Use Cases

WhatsApp Business API

Definition, How It Works, and Pricing