Customer service AI Definitions

Search Definitions
  • A

    artificial intelligence in marketing

    Artificial intelligence (AI) in marketing is the process of utilizing data models, mathematics and algorithms to generate insights that can be used by marketers.

  • C

    chatbot

    A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions.

  • customer experience (CX) automation

    Customer experience (CX) automation is any technology that assists customers with common tasks, sometimes replacing the involvement of humans, to improve customer interactions.

  • E

    Einstein Voice

    Einstein Voice is a voice user interface (VUI) that uses natural language processing (NLP), voice recognition and artificial intelligence (AI) to translate and perform basic administrative tasks for Salesforce customers.

  • L

    LivePerson

    LivePerson is a software as a service (SaaS) provider that develops customer engagement and conversational commerce applications and platforms.

  • S

    Salesforce Einstein Bot

    Salesforce Einstein Bot is a natural language processing (NLP) and natural language understanding (NLU) chatbot developed with Salesforce Einstein artificial intelligence (AI) technology.

  • V

    virtual agent

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.

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