Abandoned Call
An abandoned call happens when a caller hangs up before their issue is resolved or before re aching an agent (human or […]
Betty AI Glossary
The Betty AI Glossary gives you simple definitions of the terms you’ll run into if you’re working in customer support, sales, or business operations. Whether you’re talking AI, call routing, or customer experience, this glossary helps you cut through the jargon and stay on the same page with your team.
All Terms
ACD (Automatic Call Distributor)
A system that automatically routes incoming calls to the right person, team, or AI call agent based on rules. This ensures faster […]
AI Agent Assist
An AI-powered tool that supports live agents during calls by suggesting responses, surfacing knowledge base articles, or automating repetitive tasks in real […]
AI Analytics
The use of AI to make sense of customer communication data, spotting trends, predicting outcomes, and helping businesses make smarter decisions.
AI Call Agent
An AI-powered virtual representative that can answer, manage, and complete phone calls on behalf of a business. Betty is an AI call […]
AI Call Summary
An automated recap of a customer conversation, generated by AI. It highlights key details, action items, and next steps so teams don’t […]
AI Call Transcription
The process of converting spoken conversations into accurate text using AI. This helps with record-keeping, quality checks, and training.
AI Phone Call
A customer interaction managed by artificial intelligence instead of a live human. AI phone calls can include answering FAQs, booking appointments, or […]
API (Application Programming Interface)
A set of rules and tools that allow software systems to talk to each other. Betty AI connects to CRMs and business […]
Automation
The use of technology to complete repetitive tasks without human involvement. Betty automates call answering, note-taking, and follow-ups.
Backend
The behind-the-scenes part of a system that processes requests, stores data, and ensures smooth functionality.
Big Data
Large and complex datasets that businesses analyze for insights. AI tools like Betty can process big data to improve customer interactions.
Bot
A software application that performs automated tasks. In customer service, bots often handle simple queries via chat or voice.
Bot-to-Human Handoff
A seamless transition where an AI call agent passes the conversation to a live human agent when the request requires personal handling.
Bounce Rate (Email)
The percentage of marketing or transactional emails that never make it to a recipient’s inbox. High bounce rates often point to issues […]
Business Automation
The use of AI and technology to handle repetitive tasks, like answering FAQs, routing calls, or scheduling, so teams can focus on […]
Call Deflection
A strategy to redirect callers from phone lines to self-service channels like AI agents, FAQs, or chat. Done right, it reduces call […]
Call Flow
The designed path a customer call follows, from greeting to resolution. With AI, call flows can be dynamic, adjusting based on what […]
Call Intent Detection
AI’s ability to recognize what a caller needs (billing, support, sales, etc.) based on what they say, then route them correctly.
Call Recording
A feature that captures calls for training, compliance, or quality assurance. AI can also analyze recordings for insights.
Chatbot
An AI program that simulates human conversation through text. Unlike Betty (voice-first), chatbots operate in messaging platforms.
Conversational AI
Technology that enables machines to understand, process, and respond to human language naturally, like how Betty AI handles phone calls.
Customer Experience (CX)
The overall impression a customer has of your brand after interacting across different touchpoints, including AI calls.
Customer Relationship Management (CRM)
A tool businesses use to track and manage customer interactions, leads, and relationships. Betty integrates with CRMs to log call data automatically.
Deep Learning
A type of machine learning that uses layered neural networks to analyze data and improve AI performance, key to Betty’s ability to […]
Deployment
The act of launching AI or software into real-world use after testing and setup. For Betty, deployment means businesses can start handling […]
Dialer
A tool that automatically dials phone numbers from a list, often used in outbound sales or follow-up campaigns. AI-powered dialers make the […]
Dialogue Management
The process of steering a conversation between an AI and a human. It involves recognizing intent, managing context, and keeping conversations natural.
Disposition
A label or note added at the end of a call to summarize its outcome (e.g., “Resolved,” “Follow-up Needed”). AI can automate […]
DTMF (Dual-Tone Multi-Frequency)
The tones you hear when pressing numbers on a phone keypad. Traditionally used in IVR systems for navigation (e.g., “Press 1 for […]
End-to-End Automation
The complete handling of a process, from first customer contact to resolution, without manual intervention, powered by AI.
Engagement Rate
A metric that shows how actively customers interact with communication campaigns (emails, calls, SMS, etc.). In voice AI, it reflects how often […]
Escalation
When an issue is passed from an AI agent to a human agent or to a higher-level support team for resolution.
FAQ Automation
When AI handles frequently asked questions instantly over calls, reducing the need for human involvement and speeding up resolution.
Feature
A specific function or capability of software. For example, Betty’s features include call transcription and automated follow-ups.
Feedback
Information from users or customers about their experience. Feedback helps improve AI accuracy and service quality.
First Call Resolution (FCR)
When a customer’s issue is solved on the very first call, without transfers or follow-ups. A key indicator of both efficiency and […]
Flowchart
A visual map of how a call or process should move step by step. Call flows for Betty are often designed in […]
Follow-Up Automation
AI scheduling reminders, sending confirmations, or initiating follow-up calls/emails after the initial customer interaction.
Framework
A structured foundation or set of tools for building software. AI systems often rely on frameworks like TensorFlow or PyTorch.
Frontend
The user-facing side of an application, what you see and interact with (like a dashboard or interface).
Gamification
The use of game-like elements (points, rewards, badges) in customer service or sales environments to boost agent motivation and performance.
Greeting Message
The automated message customers hear when they first call a business. With AI agents, greetings can be personalized based on caller data.
Guided Workflow
A structured, step-by-step process that helps AI or human agents handle customer interactions consistently and efficiently.
Handling
The way a system or agent manages a customer interaction from start to finish, including resolution, transfer, or follow-up.
Handling Time
The total time spent on customer interaction, including talk time and after-call work. Reducing handling time without hurting quality is a common […]
Handoff (AI to Human)
When an AI call agent transfers a customer to a live agent, if the query requires personal assistance. A smooth handoff avoids […]
Helpdesk
A centralized support system where customer issues are tracked and resolved. Betty can log tickets directly into the helpdesk software.
Hold Time
The time a customer spends waiting on hold. AI agents help minimize hold time by instantly addressing common requests.
Human-in-the-Loop (HITL)
A setup where AI handles most tasks, but humans step in when judgment or empathy is needed. This ensures both efficiency and […]
Idle Time
The amount of time agents spend waiting between customer interactions. AI can help reduce idle time by balancing workloads.
Inbound Call
A call that comes into a business from a customer. AI agents can manage inbound calls 24/7 for common queries and routing.
Integration
The connection between AI call agents and other business tools (like CRM, ticketing, or scheduling apps) keeps data synchronized and processes seamlessly.
Intent Recognition
AI’s ability to understand the purpose behind what a caller is saying, so it can respond or route accordingly.
Interactive Voice Response (IVR)
A traditional system that lets callers use their keypad to navigate menus. Betty’s AI replaces IVR with natural voice conversations for a […]
Jargon
Specialized terms used in an industry. Glossaries like this one help cut through jargon so businesses understand AI and call tech clearly.
Journey Mapping
A visual outline of the steps a customer takes when interacting with a business. AI-powered insights help optimize these journeys for smoother […]
Just-in-Time Training
Providing training or coaching to agents exactly when they need it, often during live calls with the help of AI-assist tools.
Key Performance Indicator (KPI)
A measurable value that shows how effectively a business is meeting goals (e.g., first call resolution, average handling time, customer satisfaction).
Keyphrase
Important words or phrases AI detects in speech to determine intent. For example, “I want to cancel” triggers a cancellation workflow.
Keyword Spotting
AI technology that detects specific words or phrases in a call (like “cancel” or “refund”) to trigger the right response.
Knowledge Base (KB)
A centralized library of answers, resources, and guides. AI agents pull from the KB to provide instant and consistent responses.
Language Model
An AI system trained on large amounts of text to understand and generate human language. Betty uses language models to hold natural […]
Latency
The time delay between a user’s action (like speaking) and the system’s response. Low latency is key for smooth AI phone calls.
Lead Follow-Up
The process of contacting potential customers after initial outreach. Betty automates lead follow-up calls and reminders.
Lead Qualification
The process of identifying whether a caller is a potential customer worth pursuing. AI can ask questions, capture responses, and qualify leads […]
Live Monitoring
The ability for managers to listen to ongoing calls in real time. With AI, this can include alerts about customer sentiment or […]
Load Balancing
Distributing incoming calls evenly across available agents or AI systems to prevent overload and keep wait times low.
Logging
Recording call details, interactions, and system events for tracking, compliance, and performance analysis.
Machine Learning (ML)
A branch of AI where systems improve performance over time by learning from data, like Betty AI learning from past calls to […]
Mapping
The process of defining how inputs (like customer intents) connect to outputs (like AI responses or workflows).
Metrics
Measurable indicators of performance, such as call resolution rate or customer satisfaction.
Missed Call
A customer call that wasn’t answered by a live agent or AI. Missed calls often equal missed revenue opportunities, which Betty helps […]
Multichannel Support
Customer communication across multiple channels (voice, email, SMS, chat). AI agents like Betty can be integrated to handle voice and support across […]
Natural Language Processing (NLP)
The AI technology that allows machines to understand, interpret, and respond to human speech naturally – core to how Betty communicates with […]
Natural Language Understanding (NLU)
A branch of AI that helps machines interpret the meaning behind human language. Betty uses NLU to understand caller intent.
Net Promoter Score (NPS)
A common customer satisfaction metric that measures how likely customers are to recommend your business to others. AI can automate NPS surveys […]
No-Code Setup
Configuring software without writing code, using drag-and-drop tools or prebuilt integrations. Betty offers no-code setup for quick deployment.
No-Show Management
AI-powered follow-up reminders and confirmations that reduce the number of missed appointments by customers.
Number Masking
A privacy feature that hides real phone numbers during calls by using temporary or proxy numbers, ensuring secure customer interactions.
Occupancy Rate
A metric showing the percentage of time agents spend actively handling interactions compared to their available work hours. AI can optimize this […]
Omnichannel
A customer support strategy where all communication channels (voice, email, chat, SMS, social) are connected for a seamless experience. Betty primarily handles […]
Outbound Call
A call made by a business to a customer or lead, such as follow-ups, reminders, or sales calls. AI can automate outbound […]
Personalization
Using customer data (like name, history, preferences) to tailor interactions. AI agents personalize conversations for a more human-like experience.
Predictive Dialer
A tool that automatically dials numbers from a list and connects answered calls to an agent. AI enhances this by predicting the […]
Prompt Engineering
The process of designing effective instructions for AI systems so they deliver the most accurate and useful responses.
Quality Assurance (QA)
The practice of monitoring and evaluating calls to ensure they meet company standards. AI can automatically score calls and provide QA insights.
Query
A question or request made by a customer. AI agents process queries to provide answers or route calls.
Queue
The virtual line where callers wait until an agent or AI is available. Betty reduces queues by instantly answering many calls.
Real-Time Transcription
Instant conversion of spoken conversations into text during the call. Useful for compliance, coaching, and documentation.
Resolution Rate
The percentage of customer issues that get fully resolved during interactions. High resolution rates often mean happier customers.
Routing
The process of directing calls to the right agent, department, or AI. AI-powered routing uses intent recognition for accuracy.
Scalability
The ability to handle more calls or customers as your business grows, without extra overhead. AI agents like Betty make scaling effortless.
Script
A predefined conversation guide agents or AI follow to ensure consistency and compliance.
Self-Service
Tools (like AI call agents or FAQs) that let customers solve problems without speaking to a live agent.
Sentiment Analysis
AI’s ability to detect customer emotions (frustrated, happy, confused) during calls, helping businesses adjust responses in real time.
Service Level Agreement (SLA)
A formal agreement that defines the expected service performance (like response times). AI helps teams meet or exceed SLAs.
Shopify
A leading e-commerce platform. Betty AI can integrate with Shopify stores to handle customer inquiries and order support.
Talk Time
The total amount of time agents spend actually talking with customers. AI can reduce unnecessary talk time by handling simple tasks.
Text-to-Speech (TTS)
AI technology that converts written text into natural-sounding spoken words. This is how Betty “speaks” to callers.
Ticketing System
A platform that tracks customer issues as tickets until they’re resolved. AI agents can automatically create and update tickets after calls.
Troubleshooting
The process of diagnosing and resolving problems. AI agents can guide customers through troubleshooting steps automatically.
Upselling
Encouraging customers to purchase a higher-value product or service. AI can identify upsell opportunities during calls.
User Experience (UX)
The overall quality of a user’s interaction with a system or product. In AI calls, UX is about clarity, speed, and natural […]
Utilization Rate
A measure of how efficiently agents’ time is used. AI reduces wasted time by handling repetitive tasks.
Virtual Assistant
A digital helper (AI-powered) that performs tasks like scheduling, answering questions, or managing calls. Betty is a specialized voice virtual assistant.
Voice AI
Artificial intelligence designed to understand and respond to spoken language. Betty is a Voice AI built for business calls.
Voice Biometrics
Technology that verifies a caller’s identity based on their unique voiceprint. This adds security to AI-driven interactions.
Voice of the Customer (VoC)
Feedback collected directly from customers about their experiences. AI can automatically capture and analyze VoC data from calls.
Voicebot
An AI system designed to interact with people through spoken language. Voicebots handle calls much like chatbots handle text.
Volume (Call Volume)
The number of calls a business receives or makes within a specific timeframe. Betty helps manage high call volumes efficiently.
Warm Transfer
When a call is handed off from one agent (or AI) to another with context provided, so the customer doesn’t need to […]
Whisper Coaching
A feature that allows managers to give live feedback to agents during calls without the customer hearing.
Whitelist
A list of trusted contacts, numbers, or addresses allowed through a system while blocking others.
Workforce Management (WFM)
Tools and processes for scheduling, forecasting, and optimizing agent availability. AI helps reduce workload, making WFM more efficient.
X-Factor Metrics
Unique performance indicators that go beyond standard KPIs, like AI responsiveness, personalization rate, or caller sentiment scores.
XML (Extensible Markup Language)
A format often used for structuring and sharing call data between systems. AI platforms may rely on XML for integrations.
Yes-Set Technique
A conversation method where asking a series of “yes” questions builds customer agreement. AI can be programmed to apply this subtly in […]
Yes/No Questions
Simple closed-ended questions that AI uses to guide conversations efficiently (e.g., “Do you want to confirm your appointment? Yes or No?”).
Yield Management
A strategy for maximizing revenue by managing demand, pricing, and capacity, used in industries like airlines and hotels. AI can automate parts […]
Yield Rate
In sales calls, the percentage of calls that result in a successful outcome (like a conversion). AI increases yield rates by filtering […]
Zapier
An integration platform that connects apps and automates workflows without coding. Betty can use Zapier to link with CRMs, email tools, and […]
Zero Wait Time
When customers are answered instantly without being placed on hold. AI call agents make this possible by being always available.
Zero-Party Data
Information customers willingly share (like preferences or interests). AI can collect and use this data to personalize interactions.
