--- title: "AI Customer Service Glossary: Terms & Definitions" description: "Clear definitions of AI customer service terms: resolution, deflection, containment, hallucinations and more, with formulas and real benchmarks for each." url: https://myaskai.com/blog/tags/glossary-posts --- Topics # Glossary ## Posts: Glossary - Glossary ### [What is a Customer Service BPO? Definition, Models and Pricing](https://myaskai.com/blog/what-is-a-customer-service-bpo) 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. 26 Sept 2026 16 min read - Moving to AI First Support ### [Ticket Deflection Explained: How It Works, and What Rate Is Realistic](https://myaskai.com/blog/ticket-deflection-explained) 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. 14 Aug 2026 19 min read - Moving to AI First Support ### [What is a Chatbot? (And Why the Term Is Misleading)](https://myaskai.com/blog/what-is-a-chatbot) 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. 1 Jul 2026 13 min read - Moving to AI First Support ### [What is deflection rate? The formula, benchmarks, and what it misses](https://myaskai.com/blog/what-is-deflection-rate) 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. 7 Jun 2026 14 min read - Moving to AI First Support ### [What is an AI Chatbot? Definition, Types, and How It Works](https://myaskai.com/blog/what-is-an-ai-chatbot) 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. 6 Jun 2026 17 min read - Moving to AI First Support ### [What is Time to First Response (TTFR)? Definition, Benchmarks, and How to Measure It](https://myaskai.com/blog/what-is-time-to-first-response) 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. 6 Jun 2026 11 min read - Moving to AI First Support ### [What is Containment Rate? Why It's Not the Same as Resolution Rate](https://myaskai.com/blog/what-is-containment-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. 5 Jun 2026 12 min read - Moving to AI First Support ### [What is Ticket Auto-Tagging? Definition and How It Works](https://myaskai.com/blog/what-is-ticket-auto-tagging) 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. 5 Jun 2026 12 min read - Moving to AI First Support ### [What is Multi-Brand Customer Support? Definition and How It Works](https://myaskai.com/blog/what-is-multi-brand-customer-support) 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. 4 Jun 2026 15 min read - Moving to AI First Support ### [What is per-conversation pricing? Definition and how it works](https://myaskai.com/blog/what-is-per-conversation-pricing) 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. 3 Jun 2026 13 min read - Moving to AI First Support ### [What is Usage-Based Pricing? Definition, Examples, and How AI Vendors Bill For It](https://myaskai.com/blog/what-is-usage-based-pricing) 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. 3 Jun 2026 21 min read - Moving to AI First Support ### [What Is a Good AI Resolution Rate? Benchmarks From 195 Real Deployments](https://myaskai.com/blog/ai-resolution-rate-benchmarks) 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. 2 Jun 2026 15 min read - Moving to AI First Support ### [What is an AI copilot? Definition, uses, and copilot vs AI agent](https://myaskai.com/blog/what-is-an-ai-copilot) 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. 2 Jun 2026 16 min read - Moving to AI First Support ### [What is Autonomous Resolution? Definition, How It Works, and What Counts](https://myaskai.com/blog/what-is-autonomous-resolution) 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. 31 May 2026 13 min read - AI in Action ### [What are Agentic Workflows? A Plain-English Definition + Examples](https://myaskai.com/blog/what-are-agentic-workflows) 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. 30 May 2026 15 min read - Moving to AI First Support ### [What is AI-to-human handoff? Definition, triggers, and what "good" looks like](https://myaskai.com/blog/what-is-ai-to-human-handoff) 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. 28 May 2026 22 min read - Moving to AI First Support ### [What is Outcome-Based Pricing? Definition, Examples, and How AI Vendors Bill For It](https://myaskai.com/blog/what-is-outcome-based-pricing) Outcome-based pricing charges for results, not seats. Here's how AI vendors count outcomes, where the model breaks, and the usage-based alternative. 27 May 2026 20 min read - Moving to AI First Support ### [What are AI hallucinations? Definition, causes, and how to spot them](https://myaskai.com/blog/what-is-ai-hallucination) 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. 26 May 2026 19 min read - Moving to AI First Support ### [What is Self-Learning AI? A Plain-English Definition for Customer Service](https://myaskai.com/blog/what-is-self-learning-ai) 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. 22 May 2026 17 min read - Glossary ### [What is Historical Ticket Training? Definition, How It Works, and What to Avoid](https://myaskai.com/blog/what-is-historical-ticket-training) Historical ticket training teaches AI support agents from past resolved tickets. How it works, vendor differences, benchmarks, and what most guides get wrong. 20 May 2026 18 min read ## Start using AI customer service in your business today Set up an AI agent on your helpdesk in minutes. Pay only for the tickets it resolves. 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