Definitions for 45+ terms used in conversational AI, messaging platforms, and business communications.
Automated messages sent from a business application to individual users. Includes notifications, OTPs, marketing messages, and alerts.
An automated marketing strategy that sends reminders to customers who added items to their cart but did not complete the purchase. Effective on WhatsApp and RCS.
An autonomous software program powered by artificial intelligence that can understand user inputs, make decisions, and take actions to accomplish tasks without constant human supervision. In conversational AI, agents handle customer interactions across channels.
A set of protocols and tools that allow different software applications to communicate with each other. APIs enable integration of messaging capabilities into business systems.
Technology that converts spoken language into text. Also known as Speech-to-Text (STT). ASR enables voice interfaces and transcription services.
An event or condition that initiates an automated workflow. Examples include abandoned cart, form submission, or scheduled time.
A coordinated series of messages sent to a targeted audience for marketing, notifications, or engagement purposes. Campaigns can be scheduled or triggered.
A software application that simulates human conversation through text or voice. AI chatbots use machine learning to understand and respond to user queries intelligently.
AI technologies that enable computers to engage in human-like dialogue. Combines NLP, machine learning, and dialogue management to create intelligent chat and voice interfaces.
A cloud-based platform that enables businesses to integrate communication capabilities (SMS, voice, video, messaging) into their applications via APIs. Fonada is a CPaaS provider.
The percentage of message recipients who click on a link or button within a message. RCS and WhatsApp typically achieve higher CTR than email or SMS.
A leading AI voice technology company providing natural-sounding text-to-speech with customizable voices and emotional expression. Used for voice AI agents.
Numerical representations of text (or other data) as vectors in high-dimensional space. Similar texts have similar embeddings, enabling semantic search and comparison.
A security method where data is encrypted on the sender's device and can only be decrypted by the intended recipient. WhatsApp uses E2E encryption.
Identifying and extracting specific pieces of information (entities) from user input, such as names, dates, locations, or product names.
A visual, drag-and-drop tool for creating conversation flows and automation workflows without coding. Used to design chatbot dialogues and business process automation.
A European Union regulation on data protection and privacy. It governs how businesses collect, process, and store personal data of EU residents.
A family of large language models developed by OpenAI. GPT models (like GPT-4) are widely used for chatbots, content generation, and AI assistants due to their ability to understand context and generate coherent responses.
The process of transferring a conversation from an AI agent to a human agent, typically when the AI cannot handle a query or the user requests human assistance.
The process of identifying what a user wants to accomplish from their message. For example, recognizing that "I want to cancel my order" has a cancellation intent.
The time delay between an action and its response. In voice AI, low latency (<500ms) is critical for natural-feeling conversations.
The process of determining if a potential customer (lead) matches your ideal customer profile and is ready to buy. AI agents can qualify leads automatically through conversation.
The process of assigning numerical values to leads based on their behavior and characteristics to prioritize sales efforts. AI can automate lead scoring based on conversation analysis.
Pre-approved message formats required by platforms like WhatsApp and RCS for sending outbound notifications to customers. Templates support variables and media.
A branch of AI that enables computers to understand, interpret, and respond to human language in a meaningful way. NLP powers chatbots, voice assistants, and sentiment analysis.
A customer engagement approach that provides a seamless, integrated experience across all communication channels (WhatsApp, SMS, voice, web chat, email) with unified context.
The percentage of sent messages that are opened/viewed by recipients. WhatsApp and RCS achieve 85%+ open rates compared to 20% for email.
Messages initiated by users to business applications, such as texting a keyword to a short code or replying to a business message.
A technique that enhances AI responses by retrieving relevant information from a knowledge base before generating answers. RAG improves accuracy and enables AI to answer questions about specific documents or domains.
The next-generation messaging protocol that upgrades SMS with rich media, interactive buttons, carousels, and verified sender branding. RCS messages appear in the native messaging app without requiring additional downloads.
A collection of software tools, libraries, and documentation that developers use to build applications for a specific platform or service.
A commitment between a service provider and customer that defines the expected level of service, including uptime guarantees and support response times.
A text messaging service component of phone, web, or mobile communication systems that allows the exchange of short text messages (up to 160 characters) between devices.
A security framework that specifies how organizations should manage customer data. SOC 2 certification demonstrates a company's commitment to data security.
Technology that converts written text into spoken audio. Modern TTS systems (like ElevenLabs) produce natural, human-like voices with emotional expression.
A specialized database that stores data as mathematical vectors, enabling semantic search. Vector databases power RAG systems by finding contextually similar documents.
A business identity verification on messaging platforms that displays brand logo and verification badge, building trust with message recipients.
An automated message sent from one system to another when a specific event occurs. Webhooks enable real-time data synchronization between platforms.
A communication protocol that provides full-duplex, real-time communication channels over a single TCP connection. Used for voice AI and live chat applications.
The enterprise version of WhatsApp that allows businesses to send automated messages at scale, integrate with business systems, and provide multi-agent customer support.
The use of technology to automate repetitive business processes. In customer engagement, this includes automated follow-ups, lead routing, and triggered messages.
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