Plain definitions
AI & customer support glossary.
What does deflection rate actually mean? What is RAG? What's the difference between GDPR and AVG? Short, honest definitions for the terms that come up when you evaluate AI customer support tools.
A
- AHT(Average Handle Time)The average time it takes to fully resolve a customer conversation, from first reply to closure. A workload metric, not a quality metric.
- AI agentA configured AI persona that reads from your knowledge base and replies to customer messages in your tone, with citations and a confidence threshold for escalating to humans.
- AVG(Algemene Verordening Gegevensbescherming)The Dutch name for GDPR. Same law, same rules, same fines. Used in Dutch-language contracts, privacy policies, and regulatory communication.
C
- CitationA link in an AI reply pointing back to the source it used, so the customer and your team can verify the answer instead of taking the AI at its word.
- CSAT(Customer Satisfaction Score)A short survey, usually one question, asking customers how satisfied they were with a specific interaction. The fastest read on whether your support is actually working.
D
- Data residencyThe geographic location where personal data is stored and processed. For EU customers, EU residency simplifies GDPR compliance and avoids cross-border transfer issues.
- Deflection rateThe share of incoming customer messages resolved without a human reply. A practical measure of how much automation actually saves your team work.
- DPA(Data Processing Agreement)A contract under GDPR Article 28 between a controller (you) and a processor (your vendor) that defines how personal data may be handled. Legally required, not optional.
G
- GDPR(General Data Protection Regulation)The EU regulation that defines how organisations may collect, store, and process personal data of people in the EU. Mandatory for anyone selling to or operating in the EU.
- GroundingThe practice of forcing an AI to answer only from retrieved context, and to say it does not know when the context is insufficient. The opposite of letting the model fill in gaps from training.
H
- HallucinationWhen an AI confidently states something that is not in its sources and is not true. The single biggest failure mode of generative AI in customer support.
- HelpdeskThe software your team uses to receive, organise, and reply to customer messages. The mailbox, the inbox, the place where tickets live.
S
- SLA(Service Level Agreement)A contract that defines what a vendor or team promises on availability, response time, and resolution time, plus what happens if those promises are missed.
- Sub-processorA third party that processes personal data on behalf of your direct vendor. GDPR requires these to be disclosed by name, with their purpose and location.
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