Chatbot glossary

First Contact Resolution

The Metric That Falls When Self-Service Works

Customer Effort Score

The Metric That Prices What the Customer Had to Do

Lead Nurturing

Three Different Activities Wearing One Name

LLM Security

Which of the Top Ten Risks Are Actually Yours

LLM Jailbreak

Where the Two Standards Bodies File It Differently

No-Code Chatbot

What the Phrase Promises, and Where It Stops

Conversational AI Design

The Discipline, and How It Split in 2026

Typing Indicator

What the Three Dots Cost You on Each Channel

Chatbot Quick Reply

Definition, UX Patterns, and Best Practices

Dialogue Management

The Part of a Chatbot That Decides What Happens Next

What Is Slot Filling? The Named, Typed Boxes a Bot Fills Before It Can Act

WhatsApp Business API

Definition, How It Works, and Pricing

What Is the WhatsApp Green Tick? Meta's Current Documentation Calls It Blue

What Is Function Calling? The Model Asks, Your Code Answers, and Nothing Runs Until You Run It

What Are WhatsApp Flows? Forms Inside the Chat, and a Publish Button You Cannot Fully Undo

What Is Instagram DM Automation? Three Products Share the Name, and Only One Runs on Meta's Messaging API

What Is Chatbot Analytics? Where the Numbers Come From, and Why Two Dashboards Disagree

What Is a Chatbot API? Three Layers, Three Bills, and the Limits You Design Around

Multi-Agent System

The Three Things That Name Covers, the Coordination Patterns, and What the Second Agent Costs

Conversational Marketing

Definition, Where the Term Came From, and What the Speed Research Actually Says

Zero-Shot Learning

Definition, the Two Senses of the Term, and What It Removes From a Chatbot Project

SMS Chatbot

Definition, the Registration Gate, and Why the Channel Sets the Design

Generative AI Chatbot

Definition, the Three Shapes It Ships In, and What Changes Operationally

AI Guardrails

Definition, the Five Places They Run, and Which Ones Actually Hold

Conversational Commerce

Definition, Which Funnel Steps Chat Actually Owns, and Where the Full Version Is Real

Voice Bot

Definition, What Separates It from IVR and Voice Assistants, and Why Voice Is Harder than Chat

Abandoned Cart Recovery

Definition, Why Most Carts Are Unrecoverable, and How Chat Changes the Math

Agent Assist

Definition, How AI Copilots Help Human Agents, and Where the Approval Line Sits

Canned Response

Definition, How Saved Replies Work, and Why the Human Trigger Matters

Vector Embeddings

Definition, How Text Becomes Numbers, and Why Chatbots Run on Them

Interactive Voice Response (IVR)

Definition, DTMF to Conversational, and Why the Menu Survives

Drip Campaign

Definition, Channel Rules, and Why Chat Drips Differ from Email

Fine-Tuning

Definition, LoRA vs Full Fine-Tuning, and What It Does Not Do

Prompt Injection

Definition, Direct vs Indirect, and Why It Cannot Be Patched

Telegram Bot

Definition, How It Works, and What Makes It Different

Semantic Search

Definition, How It Differs from Keyword Search, and Why Chatbots Depend on It

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

Speech-to-Text (STT)

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

Prompt Engineering

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

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

Natural Language Understanding (NLU)

Definition and How It Powers Chatbots

Large Language Model (LLM)

Definition, How LLMs Work, and Examples

Customer Service Chatbot

Definition, Best Practices, and Examples

Chatbot Deflection Rate

Definition, How to Measure It, and Benchmarks

Retrieval-Augmented Generation (RAG)

Definition, How It Works, and Examples

Intent Recognition

Definition, How It Works, and Chatbot Examples

Natural Language Processing (NLP)

Definition, How It Works, and Applications

System Prompt

Definition, How It Shapes LLM Behavior, and Examples

AI Agent

Definition, How Agents Differ from Chatbots, and Examples

Chatbot Personality

Definition, How to Design It

Chatbot Training

Definition, How It Works, and Best Practices

Fallback Intent

Definition, Purpose, and Best Practices

Human Handoff

Definition, Best Practices, and Examples

Lead Generation Chatbot

Definition, How They Capture Leads, Examples

Conversational AI

Definition, Components, and Use Cases

Entity Extraction

Definition, How It Works in Chatbots

Live Chat

Definition, How It Differs from Chatbots, and Best Practices

Model Context Protocol (MCP)

Definition, How It Works, and Why It Matters

AI Agent vs Chatbot

Key Differences and When to Use Which

Utterance

Definition and Role in Chatbot Training

Webhook

Definition, How Webhooks Work, and Examples

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