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).
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.
K
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.
