Terms A–Z
12 definitions around chatbots, AI and customer service – each with a clear explanation and further links.
AI chatbot
An AI chatbot is a computer program that uses artificial intelligence to understand natural language and answer customer questions…
Read more DefinitionChatbot
A chatbot is a program that communicates automatically with people in a chat – from simple rule-based replies to AI-powered conver…
Read more DefinitionWhatsApp chatbot
A WhatsApp chatbot answers messages automatically right inside WhatsApp – via the official WhatsApp Business API, GDPR-compliant a…
Read more DefinitionWhatsApp Business API
The WhatsApp Business API is Meta's official interface that lets companies use WhatsApp for customer communication at scale and in…
Read more DefinitionConversational commerce
Conversational commerce is selling and advising over chat and messaging channels such as WhatsApp – customers buy and ask in conve…
Read more DefinitionConversational AI
Conversational AI is technology that enables natural conversations between humans and machines – the foundation of modern AI chatb…
Read more DefinitionLive chat
Live chat is real-time communication between website visitors and a staff member via a chat window – often combined with a chatbot…
Read more DefinitionOmnichannel communication
Omnichannel communication bundles all channels – WhatsApp, website chat, Instagram, Facebook, email – in one inbox, so customers c…
Read more DefinitionGDPR-compliant chatbot
A GDPR-compliant chatbot processes personal data in line with the General Data Protection Regulation – with EU hosting, a data pro…
Read more DefinitionSpeed-to-lead
Speed-to-lead is the time between an enquiry and the first response to it. The shorter it is, the higher the chance of closing – o…
Read more DefinitionKnowledge base
A knowledge base is the structured collection of information an AI chatbot draws its answers from – such as FAQs, product details,…
Read more DefinitionFirst response time
First response time (FRT) measures how long customers wait for the first reply. It is a key metric for service quality and satisfa…
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