Handling
The way a system or agent manages a customer interaction from start to finish, including resolution, transfer, or follow-up.
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.
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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 […]
