Glossary
What is a Customer Service BPO? Definition, Models and Pricing
A customer service BPO is a company you pay to hire, train and manage your support agents. It bills per agent, hour or ticket, and often adds setup fees.
Topics
Glossary
Posts: Glossary
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Moving to AI First Support
Ticket Deflection Explained: How It Works, and What Rate Is Realistic
Ticket deflection counts the contact that never happened, helped or not. How it works, why the median sits near 70%, and when a high number is a warning sign.
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Moving to AI First Support
What is a Chatbot? (And Why the Term Is Misleading)
A chatbot is software that holds a conversation in natural language. Here's what "chatbot" really means, the four types, and why the term now misleads buyers.
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Moving to AI First Support
What is deflection rate? The formula, benchmarks, and what it misses
Deflection rate is the % of support contacts handled before they reach a human. Here's the formula, what counts, real benchmarks, and why it isn't resolution.
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Moving to AI First Support
What is an AI Chatbot? Definition, Types, and How It Works
An AI chatbot is software that holds a natural-language conversation, using AI to understand and answer. Here's how it works, the types, and chatbot vs agent.
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Moving to AI First Support
What is Time to First Response (TTFR)? Definition, Benchmarks, and How to Measure It
Time to first response (TTFR) is how long a customer waits for a first reply. Here's how to measure it, what good looks like, and why AI is breaking it.
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Moving to AI First Support
What is Containment Rate? Why It's Not the Same as Resolution Rate
Containment rate is the % of tickets an AI closes without a human, even if the customer gave up. Here's the formula, benchmarks, and what to track instead.
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Moving to AI First Support
What is Ticket Auto-Tagging? Definition and How It Works
Ticket auto-tagging is when AI reads each support ticket and applies the tags automatically. How it works, what good looks like, and what it costs.
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Moving to AI First Support
What is Multi-Brand Customer Support? Definition and How It Works
Multi-brand customer support means handling several brands from one support setup, each with its own voice, knowledge and routing. Here's how it works with AI.
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Moving to AI First Support
What is per-conversation pricing? Definition and how it works
Per-conversation pricing charges a flat fee each time a customer opens a chat with your AI, no matter the message count or outcome. Here's how it works.
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Moving to AI First Support
What is Usage-Based Pricing? Definition, Examples, and How AI Vendors Bill For It
Usage-based pricing charges for what you actually use, not seats or outcomes. Here's how it works, the common models, and how AI vendors bill per ticket.
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Moving to AI First Support
What Is a Good AI Resolution Rate? Benchmarks From 195 Real Deployments
Everyone asks "what's a good AI resolution rate?" and gets a hand-waved number. We pulled real data from 195 deployments across 38 vendors. Here's the truth.
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Moving to AI First Support
What is an AI copilot? Definition, uses, and copilot vs AI agent
An AI copilot helps a support agent reply faster by drafting answers and looking up customer data, while the human stays in control of the send.
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Moving to AI First Support
What is Autonomous Resolution? Definition, How It Works, and What Counts
Autonomous resolution is a support ticket an AI handles end-to-end, no human, where the issue is actually solved. Here's what counts, and what doesn't.
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AI in Action
What are Agentic Workflows? A Plain-English Definition + Examples
An agentic workflow is a multi-step procedure an AI runs end-to-end: picking tools, asking the right questions, finishing the job. Here's what good looks like.
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Moving to AI First Support
What is AI-to-human handoff? Definition, triggers, and what "good" looks like
AI-to-human handoff is the structured transfer of a conversation from an AI agent to a human. Here's when it fires, how it works, and how to spot a bad one.
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Moving to AI First Support
What is Outcome-Based Pricing? Definition, Examples, and How AI Vendors Bill For It
Outcome-based pricing charges for results, not seats. Here's how AI vendors count outcomes, where the model breaks, and the usage-based alternative.
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Moving to AI First Support
What are AI hallucinations? Definition, causes, and how to spot them
AI hallucination is when an AI states something false with confidence. Here's why it happens, real examples, and how customer-support AI prevents it.
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Moving to AI First Support
What is Self-Learning AI? A Plain-English Definition for Customer Service
Self-learning AI is an AI agent that updates its own knowledge from new tickets and human replies. How it works in customer service, and what good looks like.
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Glossary
What is Historical Ticket Training? Definition, How It Works, and What to Avoid
Historical ticket training teaches AI support agents from past resolved tickets. How it works, vendor differences, benchmarks, and what most guides get wrong.
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