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When it comes to technology, especially cutting-edge AI applications, there is a lot of jargon used. Not only can this be overwhelming, but it might even hinder you from fully comprehending what products you need or want to get. To help you understand, our team here at Enterprise Bot has compiled a simple glossary explaining the common terms that are used.


AI Chatbot

An AI chatbot is a chatbot that utilizes artificial intelligence (AI) to simulate human conversation either through text or voice commands to help customers.

Automated Service

Automated service are services that do not involve the interaction or help of a human. Some examples of automated services include chatbots and virtual assistants.

Application Stack

Application stack is the set of applications required for the operation of an organization such as the webserver, operating system, and database management systems.

Access Manager

Access manager is the person responsible for tracking, identifying, controlling, and managing users’ access to a system or application.

Answer Bot

Answer bots leverage machine learning technology to best answer questions and solve customer queries.

Autonomous Customer Service

Autonomous customer service refers to providing customers with the information they require such as through company website pages so that customers can solve their problems independently.

AI Process

AI process is done by artificial intelligence, in this case, a trained computer or robot to find connections and meaning or trends in large quantities of data.

AI Mail

AI mail refers to the presence of artificial intelligence in electronic mail to send better emails, increase customer engagement, and increase company revenue.

AI Knowledge Base

An AI knowledge base maintains a collection of information in a specific field and supports decision-making, problem-solving, and more.

AI Customer Experience

AI customer experience utilizes technology such as machine learning and natural language processing to streamline customer service operations and provide personalized services.

Accumulator Healthcare

Accumulator Healthcare refers to the total amount of money paid for out-of-pocket expenses for covered healthcare services such as copay and coinsurance.


Business Value Assessment

Business value assessment is designed to define the value and business gains of a specific workforce service.

Base Class

A base class is a class from which other classes are derived and is found in an object-oriented programming language.

Business Rules Engine

A business rules engine is an application or software system that executes one or more business rules through managing decisions process to determine outcomes.


Conversational AI

Conversational AI is a solution that merges traditional software such as voice assistants and chatbots with natural language processing (NLP) to aid customers.

Customer Service Automation

Customer service automation relies on technology to complete tasks rather than human agents. It thus reduces human involvement when solving customer queries.

Customer Engagement Platform

A customer engagement platform is software that helps businesses manage complex customer relationships through meaningful marketing, and fast, personalized services.

Customer Service Metrics

Customer service metrics are data that represents how effective the company is at handling customer queries and meeting the needs of its customers.

Customer Timeline

A line or list that shows the time and order of customers. This can be used when handling customer orders, or clarifying customer queries.

Center of Excellence Framework

This framework concentrates existing resources and expertise in a capability to attain and sustain world-class performance and value.

Chatbot Software

Chatbot software refers to the computer program that simulates human conversation through text or voice commands. 

Call Centre Solutions

Call center solutions are an integral part of customer service as they involve connecting with customers through their preferred communication channel to solve their problems.

Chatbot Companies

Chatbot companies are companies that specialize in the production and maintenance of chatbots. They can utilize technology and digital means.

Conversational Email

Conversational emails are where most businesses are done and usually involve utilizing artificial intelligence and automation to give a personalized experience.

Customer Service Statistics

Customer service statistics is the collection and analysis of customer service data to help maintain customer loyalty, grow revenue, and improve overall business strategy.

Chatbot for Ecommerce

A chatbot that is specifically designed to optimize commercial transactions conducted electronically.

Customer Centricity Examples

Customer centricity examples refer to scenarios where the customer is the focal point of business decisions related to delivering services, experiences, and products to maximize customer satisfaction.

Chatbot API

Chabot API is an application programming interface that offers features for developers to build efficient chatbots. This is done through information sharing between different software components.

Customer Journey Management

Customer journey management is the process of measuring, monitoring, and optimizing customer experience by determining what information they need. 

Chatbots in Banking

Chatbots are commonly used in the banking sector to help customers submit and process different types of payments quickly. They also aid in customer service.

Chatbot Shopify

A Shopify chatbot allows e-commerce companies to leverage the vast amounts of data available in Shopify to deliver personalized and real-time solutions to customers.

Chatbot Machine Learning

Chatbot machine learning is the process of the chatbot making better predictions and decisions (learning) based on the data received. This allows the chatbot to improve in its functions and communication.

Customer Service Benchmark

Customer service benchmarking can involve analyzing the performance and processes of the customer service team to give an overview of the customer service team's strengths and weaknesses. 

Credit Risk Management Software

Credit risk management software is software designed to analyze credit risks, automate risk monitoring, decision-making, and lending processes.

Chatbot Integration

Chatbot integration refers to the integration of various operational channels, backend systems, and intelligence-providing systems with the chatbot to continuously improve its services.

Claims Management Solutions

Claims management solutions are applications that support the collaboration for insurance products and support end-to-end claims workflow.

Commercial Lending Software

The commercial lending software is software designed to aid in the entire commercial loan servicing process through consistency and ensuring regulatory compliance while aiding with complex calculations.

Concrete Class

A concrete class is a class that can be implemented for all of its methods and can be created into an example. It is commonly used in Java.

Care Management Software

Care management software enables companies to store and track information in a centralized location to improve the quality of care patients receive.

Channel Customer Service

There are various customer service channels such as phone, email, social media, and many more to assist customers.


Digital Process Automation

Digital process automation is the process of using digital technology to streamline and automate processes and optimize workflows.

Data Model Example

A data model example is an abstract model that organizes data elements, their relations, and how they connect to the real world. 

Decisioning Engine

A decision engine is an improvement of a web search engine that works out which results will be most relevant and helpful based on the user’s inputs.

Dynamic Case Management

Dynamic case management utilizes technology to handle case-related work and ensure that the process is automated and streamlined.

Database Issue

Database issues are usually the reason for web application bottlenecks and are caused due to misuse of data types or lack of indexing, inefficient queries.


Email Bots

Email Bots provide automation services and interactions between companies and customers. They can respond quickly to customer emails and engage in potential leads.

Enterprise Workflow Management

Enterprise workflow management involves looking at various organizational processes to ensure a company’s efficiency. Enterprise workflow management may identify the best ways to automate and improve workflows.


Fintech Customer Service

Fintech customer service refers to customer service that is geared towards financial technology and can involve chatbots and digital solutions.

Fuzzy Search

Fuzzy search is the process of locating web pages or search results that are relevant to the search argument words or match their patterns, even though the argument may not match the desired information.

Federated Model

A federated model is created through the combination and support of different information models that may be completely unrelated to the original model. 


Geolocation Tracking

Geolocation tracking is the process of using location technologies such as IP addresses or GPS to identify and track the location of connected electronic devices.


Hazelcast Management Center

Hazelcast management center enables users to manage and monitor cluster members running Hazelcast.

Headless Server

A headless server is a computing device without a local interface or peripherals to provide services to other computers and their users.

Healthcare Claims Processing Workflows

The healthcare claims processing workflow highlights the process used by insurance and healthcare companies to process medical claims.


Integration Designer

An integration designer is used together with the process designer tool to create effective and expandible process solutions by integrating and managing data sources and systems.

Integrated Business Process

An integrated business process is a process where a company’s operational functions, supply chain, function, and product development are aligned with its business goals.

Intelligent Virtual Assistants

Intelligent virtual assistants are AI-enabled chat assistant which combines data analytics and cognitive computing to generate personalized responses to customers.

Intelligent Virtual Assistant

An intelligent virtual assistant is a chat assistant that utilizes AI to generate personalized responses. This is done through cognitive computing and combining analytics regarding the customer history and information.

Insurance Automation Software

Insurance automation software is responsible for streamlining the operations and efficiency of the insurance company.

Intelligent Automation Platform

Intelligent automation platforms utilize artificial intelligence, business process management, and other technology to streamline processes and increase efficiency across companies.


Mobile Reader

A mobile reader is a small hardware device that can be connected to electronic devices such as smartphones to receive payment from credit or debit cards.


NLP Chatbot

NLP Chatbots utilize natural language processing to analyze and understand human language to communicate effectively.

Navigation Panel

A navigation panel is a section of the graphical user interface that is designed to help visitors access information.

Next Best Action Marketing

The next best action marketing is a customer-centric marketing strategy that considers various actions before deciding on the best possible action to provide to the customer.


Office Synchronization

Office synchronization ensures that any changes to office files in the cloud or desktop services are updated to reflect the latest changes.


Portal Personas

A portal persona is a fictional character that can be created to represent the different user types that use your service, product, or brand.

Predictive Analytics for Insurance

Insurance companies can utilize predictive analytics to determine information, events, or other factors that could affect the outcome of claims and enhance operational efficiency.

Predictive Analytics Banking

Predictive analytics helps banks to devise strategies and actions to achieve positive results as they are better equipped to spot problems.


Retail Customer Service

Retail customer service is the advice, assistance, and any other customer-related services provided to customers who purchase or use products. It is aimed at helping customers solve their problems.

Responsive User Interface

Responsive user interface involves the different styling of content depending on the available space on the device screen.

Retail Banking Software

Retail banking software is used to manage and record the transactions made by customers to their accounts.

Retail Financial Services

Retail financial services or retail banking provides financial services to individual customers as opposed to large institutions.

Robotic Desktop Automation

Robotic desktop automation refers to a virtual assistant or desktop bot that lives in an end-user’s desktop and drives productivity and efficiency.

Real-Time Decisioning

Real-time decision-making is the ability to deliver decision support in a shorter amount of time using the best decision-making model and data framework available to direct business operations.

Reporting Strategy

The reporting strategy entails how to best deliver the relevant company information, what form the information is delivered in, the distribution channels, and the quality of the report.

Report Editor

A report editor is the person who edits the companies’ reports and ensures it is suitable for publication.

Real-Time AI

Real-time ai can provide quick and immediate responses or help when asked. Some examples include Apple’s Siri and Amazon’s Alexa.



Softlock is a savestate in video games where the game is playable but further progress or action is impossible. 

Sales Automation

Sales automation refers to the use of artificial intelligence (AI), software, and other digital tools to eliminate repetitive and manual sales tasks.

Sales Portal

A sales portal is a digital workspace to store, create, and share sales and marketing content with the relevant business teams. 

Solution Design Document

The solution design document is the blueprint and visual representation of business solutions and includes analytics implementation and how to improve the quality of the solution.

SMS Customer Service

SMS customer service refers to customer support provided by a company through text messages to a phone number.

Software for BPO

BPO software is a business solution that allows companies to automate their inbound and outbound contact center operations.

Software Bots

Software bots can be complex or simple computer programs designed to perform specific actions such as stimulating human users in a conversation or automating repetitive tasks.

Smart Chatbots

Smart chatbots utilize artificial intelligence and other technology to stimulate near-human interaction with customers. 


Technical Architecture

Technical architecture is a form of IT architecture that is used to design software, networks, and computer systems.

Trend Report

A trend report is the process of collecting information in an attempt to spot a pattern. The data is analyzed and published in the report.

Text Controls

Text controls consist of password boxes, auto-suggest boxes, text blocks, and text input boxes.

Transport Management Center

The transportation management center is the hub of most freeway management systems and is in charge of controlling strategies that affect the operation of the freeway network.


Underwriting Automation

Automation underwriting is a technology-driven underwriting process that generates a computer loan decision.


Value Consultant

The value consultant is proficient in identifying and articulating how a business’s product creates quantifiable business value for the customers.

Virtual Terminal

A virtual terminal is an application service or program that resembles the functionality of a classic terminal for accessing a server.


Warranty Management

Warranty management focuses on the implementation and effective creation of warranties, along with their bookkeeping for businesses.

WiFi Software

WiFi software is the wireless technology used to connect digital devices such as smartphones, tablets, and computers to the internet. 

Web Self Service

Web self-service refers to when companies provide various product information that is easily accessible on their website for customers to find the answers to their questions.

Workforce Intelligence

Workforce intelligence utilizes artificial intelligence to collect and analyze work patterns and employee behavior to create comprehensive and precise data sets.