AI & Customer Support Glossary

The process of breaking large documents into smaller, meaningful pieces for better AI retrieval and processing.

A software application that simulates human conversation through text or voice, often powered by AI.

A metric that measures how satisfied customers are with a product, service, or support interaction.

A numerical vector representation of text that captures semantic meaning, enabling similarity search and AI understanding.

The time between a customer submitting a support request and receiving the first response from the support team.

A format for encoding structured data on web pages that helps search engines understand content and display rich results.

A centralized repository of information used to store and organize content for self-service support and AI training.

An AI model trained on vast amounts of text data that can understand and generate human-like text.

A branch of AI focused on enabling computers to understand, interpret, and generate human language.

An AI technique that combines information retrieval with text generation to produce more accurate, grounded responses.

A text file that tells search engine crawlers which pages they can and cannot access on a website.

A search technique that understands the meaning and intent behind queries rather than just matching keywords.

A specialized database designed to store and efficiently query high-dimensional vector embeddings for similarity search.

The automated process of systematically browsing and indexing web pages to extract content and discover links.

A file that lists all important URLs on a website, helping search engines discover and index content efficiently.