The AdaptCX AI & CX glossary.
Clear definitions for the architecture, governance, and customer-experience concepts behind AdaptCX.
Agentic AI
AI systems designed to pursue goals by selecting or executing actions, often across tools or multi-step workflows.
View definition →AI & CX GlossaryAgent-to-Agent (A2A)
A pattern or protocol that lets independent AI agents communicate, delegate work, and exchange structured context across system boundaries.
View definition →AI & CX GlossaryRetrieval-Augmented Generation (RAG)
A technique that retrieves relevant external information and adds it to a generative model's context before the model produces an answer.
View definition →AI & CX GlossaryGrounding
The process of connecting a model's output to verifiable sources of information.
View definition →AI & CX GlossaryAI hallucination
A response that appears plausible but contains information that is unsupported, fabricated, or inconsistent with the relevant facts or source material.
View definition →AI & CX GlossaryConfidence threshold
A policy value used to decide whether an AI result can proceed automatically or should be rejected, re-routed, or sent for human review.
View definition →AI & CX GlossaryHuman-in-the-loop (HITL)
A design in which a person has defined review, approval, intervention, or exception-handling responsibilities inside an AI-assisted process.
View definition →AI & CX GlossarySovereign AI
An approach to AI deployment that emphasizes organizational or jurisdictional control over data location, identity, encryption, infrastructure boundaries, and operational governance.
View definition →AI & CX GlossaryAI governance
The policies, roles, controls, evidence, review processes, and accountability mechanisms used to direct and oversee AI systems across their lifecycle.
View definition →AI & CX GlossaryDeterministic workflow
A workflow whose behavior follows explicit rules or versioned logic rather than asking a probabilistic model to choose the outcome.
View definition →AI & CX GlossaryDocument intelligence
Software that classifies documents, extracts structured information, interprets unstructured content, and routes document-driven work.
View definition →AI & CX GlossaryVirtual agent
An AI-powered conversational system that interacts directly with customers through channels such as voice or chat and can resolve, collect, or route requests.
View definition →AI & CX GlossaryAgent assist
AI that supports a human contact-center or service employee with real-time guidance, answers, summaries, or compliance prompts during an interaction.
View definition →AI & CX GlossaryMultimodal AI
AI that can process or generate more than one type of information, such as text, audio, images, video, or documents.
View definition →AI & CX GlossaryVertex AI
Google Cloud's platform for building, deploying, and operating machine learning and generative AI applications.
View definition →AI & CX GlossaryGemini
Google's family of multimodal AI models used across Google products and Google Cloud services.
View definition →AI & CX GlossaryCCaaS
Contact Center as a Service: cloud-delivered software for routing and managing customer interactions across voice and digital channels.
View definition →AI & CX GlossaryBring Your Own Carrier (BYOC)
A telephony model in which an organization connects its chosen carrier or session border controller to a cloud contact-center platform rather than using only the platform's bundled telephony.
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