Glossary
Plain-language definitions of the AI, customer support and service terms behind Computer.
AI foundations
Customer service
- Customer care
- Customer empathy
- Customer self-service
- Customer service
- Customer service management
- Customer service orientation
- Customer support
- Customer support engineer
- Digital customer service
- In-app support
- Live chat
- Omnichannel customer service
- Personalized customer service
- Proactive customer service
- Service recovery
Metrics
- AI resolution rate
- Average handle time (AHT)
- CSAT (customer satisfaction score)
- Customer analytics
- Customer churn
- Customer effort score (CES)
- Customer health score
- Customer retention
- Customer satisfaction
- Deflection rate
- First contact resolution (FCR)
- First response time (FRT)
- Mean time to resolution (MTTR)
- Omnichannel analytics
