---
Title: "Glossary"
Url: "https://computer.io/glossary"
Description: "Plain-language definitions of the AI, customer support and service terms behind Computer."
---

# Glossary

Plain-language definitions of the AI, customer support and service terms behind Computer.

## AI foundations

- [Context window](https://computer.io/glossary/context-window)
- [Embeddings](https://computer.io/glossary/embeddings)
- [Enterprise search](https://computer.io/glossary/enterprise-search)
- [Fine-tuning](https://computer.io/glossary/fine-tuning)
- [Generative AI](https://computer.io/glossary/generative-ai)
- [Intent detection](https://computer.io/glossary/intent-detection)
- [Knowledge graph](https://computer.io/glossary/knowledge-graph)
- [Large language model (LLM)](https://computer.io/glossary/large-language-model)
- [Prompt engineering](https://computer.io/glossary/prompt-engineering)
- [Retrieval-augmented generation (RAG)](https://computer.io/glossary/retrieval-augmented-generation)
- [Semantic search](https://computer.io/glossary/semantic-search)
- [Sentiment analysis](https://computer.io/glossary/sentiment-analysis)
- [Text-to-SQL](https://computer.io/glossary/text-to-sql)
- [Tokens (in AI)](https://computer.io/glossary/tokens-in-ai)
- [Vector database](https://computer.io/glossary/vector-database)

## Customer service

- [Customer care](https://computer.io/glossary/customer-care)
- [Customer empathy](https://computer.io/glossary/customer-empathy)
- [Customer self-service](https://computer.io/glossary/customer-self-service)
- [Customer service](https://computer.io/glossary/customer-service)
- [Customer service management](https://computer.io/glossary/customer-service-management)
- [Customer service orientation](https://computer.io/glossary/customer-service-orientation)
- [Customer support](https://computer.io/glossary/customer-support)
- [Customer support engineer](https://computer.io/glossary/customer-support-engineer)
- [Digital customer service](https://computer.io/glossary/digital-customer-service)
- [In-app support](https://computer.io/glossary/in-app-support)
- [Live chat](https://computer.io/glossary/live-chat)
- [Omnichannel customer service](https://computer.io/glossary/omnichannel-customer-service)
- [Personalized customer service](https://computer.io/glossary/personalized-customer-service)
- [Proactive customer service](https://computer.io/glossary/proactive-customer-service)
- [Service recovery](https://computer.io/glossary/service-recovery)

## Metrics

- [AI resolution rate](https://computer.io/glossary/ai-resolution-rate)
- [Average handle time (AHT)](https://computer.io/glossary/average-handle-time)
- [CSAT (customer satisfaction score)](https://computer.io/glossary/csat)
- [Customer analytics](https://computer.io/glossary/customer-analytics)
- [Customer churn](https://computer.io/glossary/customer-churn)
- [Customer effort score (CES)](https://computer.io/glossary/customer-effort-score)
- [Customer health score](https://computer.io/glossary/customer-health-score)
- [Customer retention](https://computer.io/glossary/customer-retention)
- [Customer satisfaction](https://computer.io/glossary/customer-satisfaction)
- [Deflection rate](https://computer.io/glossary/deflection-rate)
- [First contact resolution (FCR)](https://computer.io/glossary/first-contact-resolution)
- [First response time (FRT)](https://computer.io/glossary/first-response-time)
- [Mean time to resolution (MTTR)](https://computer.io/glossary/mean-time-to-resolution)
- [Omnichannel analytics](https://computer.io/glossary/omnichannel-analytics)

## Agentic AI

- [Agent orchestration](https://computer.io/glossary/agent-orchestration)
- [Agent2Agent protocol (A2A)](https://computer.io/glossary/agent2agent-protocol)
- [Agentic AI](https://computer.io/glossary/agentic-ai)
- [AI agent](https://computer.io/glossary/ai-agent)
- [AI agent builder](https://computer.io/glossary/agent-builder)
- [AI customer service agent](https://computer.io/glossary/ai-customer-service-agent)
- [AI teammate](https://computer.io/glossary/ai-teammate)
- [Autonomous agent](https://computer.io/glossary/autonomous-agent)
- [Context engineering](https://computer.io/glossary/context-engineering)
- [Model Context Protocol (MCP)](https://computer.io/glossary/model-context-protocol)
- [Multi-agent system](https://computer.io/glossary/multi-agent-system)
- [Tool calling (function calling)](https://computer.io/glossary/tool-calling)
- [Voice AI](https://computer.io/glossary/voice-ai)

## Customer experience

- [Customer centricity](https://computer.io/glossary/customer-centricity)
- [Customer expectations](https://computer.io/glossary/customer-expectations)
- [Customer experience (CX)](https://computer.io/glossary/customer-experience)
- [Customer focus](https://computer.io/glossary/customer-focus)
- [Customer journey](https://computer.io/glossary/customer-journey)
- [Customer loyalty](https://computer.io/glossary/customer-loyalty)
- [Customer perception](https://computer.io/glossary/customer-perception)
- [Voice of the customer (VoC)](https://computer.io/glossary/voice-of-the-customer)

## Support operations

- [Agent assist](https://computer.io/glossary/agent-assist)
- [Canned response](https://computer.io/glossary/canned-response)
- [Knowledge base](https://computer.io/glossary/knowledge-base)
- [Knowledge-centered service (KCS)](https://computer.io/glossary/knowledge-centered-service)
- [Service level agreement (SLA)](https://computer.io/glossary/service-level-agreement)
- [Shift left (support)](https://computer.io/glossary/shift-left)
- [Swarming (support)](https://computer.io/glossary/swarming)
- [Tiered support](https://computer.io/glossary/tiered-support)

## Ticketing

- [Support ticket](https://computer.io/glossary/support-ticket)
- [Ticket deflection](https://computer.io/glossary/ticket-deflection)
- [Ticket management](https://computer.io/glossary/ticket-management)
- [Ticket routing](https://computer.io/glossary/ticket-routing)
- [Ticket triage](https://computer.io/glossary/ticket-triage)
- [Ticketing system](https://computer.io/glossary/ticketing-system)
- [Trouble ticket](https://computer.io/glossary/trouble-ticket)

## AI safety

- [AI evals](https://computer.io/glossary/ai-evals)
- [AI governance](https://computer.io/glossary/ai-governance)
- [AI guardrails](https://computer.io/glossary/ai-guardrails)
- [AI hallucination](https://computer.io/glossary/ai-hallucination)
- [AI observability](https://computer.io/glossary/ai-observability)
- [Asynchronous authorization](https://computer.io/glossary/async-authorization)
- [Human in the loop (HITL)](https://computer.io/glossary/human-in-the-loop)

## Data and security

- [Permission-aware AI](https://computer.io/glossary/permission-aware-ai)
- [PII redaction](https://computer.io/glossary/pii-redaction)
- [Role-based access control (RBAC)](https://computer.io/glossary/role-based-access-control)
- [SCIM](https://computer.io/glossary/scim)
- [Single sign-on (SSO)](https://computer.io/glossary/single-sign-on)
- [Two-way sync](https://computer.io/glossary/two-way-sync)

## Product and engineering

- [Agile sprint](https://computer.io/glossary/agile-sprint)
- [Bug tracking](https://computer.io/glossary/bug-tracking)
- [Issue tracking](https://computer.io/glossary/issue-tracking)
- [Product backlog](https://computer.io/glossary/product-backlog)
- [Product-led growth (PLG)](https://computer.io/glossary/product-led-growth)
- [Software development life cycle (SDLC)](https://computer.io/glossary/software-development-life-cycle)

## ITSM

- [Help desk](https://computer.io/glossary/help-desk)
- [Help desk automation](https://computer.io/glossary/help-desk-automation)
- [Incident management](https://computer.io/glossary/incident-management)
- [ITIL](https://computer.io/glossary/itil)
- [ITSM (IT service management)](https://computer.io/glossary/itsm)
- [Service desk](https://computer.io/glossary/service-desk)

## Chatbots

- [AI chatbot](https://computer.io/glossary/ai-chatbot)
- [Chatbot](https://computer.io/glossary/chatbot)
- [Conversational AI](https://computer.io/glossary/conversational-ai)

## AI in support

- [Customer service automation](https://computer.io/glossary/customer-service-automation)

## Platforms

- [Customer engagement platform](https://computer.io/glossary/customer-engagement-platform)