Here’s a list of top tech terms that you need to be familiar with.
Admissible heuristic
An admissible heuristics are used to estimate the cost of reaching the goal state in a search algorithm. Admissible heuristics never overestimate the cost of reaching the goal state. The use of admissible heuristics also results in optimal solutions. They always find the cheapest path solution.
Argumentation framework
In artificial intelligence and related fields, an argumentation framework is a way to deal with contentious information and draw conclusions from it using formalized arguments.
Abductive Logic Programming (ALP)
Abductive logic programming (ALP) is a high-level knowledge-representation framework that can be used to solve problems declaratively based on abductive reasoning. It extends normal logic programming by allowing some predicates to be incompletely defined, declared as abducible predicates.
Semantic reasoner
A semantic reasoner is also known as a rules engine, a reasoning engine, or a reasoner. This software is capable of inferring logical consequences from the available set of axioms or asserted facts.
Knowledge Engineering
Knowledge engineering is a branch of artificial intelligence (AI) that develops rules that are applied to data in order to imitate the thought process of a human that is an expert on a specific topic. This field of artificial intelligence attempts to emulate the judgment and behavior of a human expert in a particular field.
Average Response Time
Average response time is the average amount of time that your support team takes to respond to support requests from your customers. Response times may vary depending on your industry and the channel over which you received the support request.
White Label Software
White-label Softwares are generally unbranded fully developed Softwares resold by Saas companies after renaming and rebranding as their software. Businesses can purchase access to the software, add their branding to it and resell it as their own as though it was developed by themselves.
Statistical Language Modeling
Statistical Language Modeling, or Language Modeling and LM for short, is the development of probabilistic models that can predict the next word in the sequence given the words that precede it.
Lazy learning
Lazy learning refers to machine learning processes in which generalization of the training data is delayed until a query is made to the system. This type of learning is also known as Instance-based Learning. Lazy classifiers are very useful when working with large datasets that have a few attributes.
Chat-Only Agent
A chat-only agent is a customer service representative that handles customer queries and issues only over live chat software, and not over calls or emails. The agent’s responsibilities can be configured within the live chat software.
Ebert Test
The Ebert Test is a test for synthesised voice, proposed by film critic, Roger Ebert. In his 2011 TED talk, Roger put forth the term Ebert Test. This test gauges whether a computer-based synthesised voice is capable of telling a joke with enough skill to make people laugh.
Temporal difference learning
Temporal Difference Learning (also known as TD Learning) is an unsupervised learning technique that is very commonly used in reinforcement learning for the purpose of predicting the total reward expected over the future.
Agent Interface
The agent interface helps the users to collaborate in the same work environment and enable the agent to control all activities inside a software.
On-Time Resolution
On-time resolution is the act of resolving a support ticket within the time defined in your Service Level Agreement (SLA). Your agents should always strive to resolve queries within the SLA, so that your customers are satisfied, instead of getting frustrated.
Ticket routing
Ticket routing is the process of assigning support tickets to departments or even individual support agents. Tickets can be routed on the basis of topic, language, channel, urgency, and several other criteria.
Brute-force search
Brute-force search is also known as exhaustive search or generate and test. It is a general problem-solving technique and algorithmic paradigm that involves generating a list of all the possible candidates for a solution and then testing the validity of every single candidate.
Support Benchmarks
Customer support benchmarks (or customer service benchmarks) are your critical customer support metrics, tied to specific, well-defined standards of performance. These benchmarks can be set by looking at industry standards or even by comparing against your own company’s past performance.
Artificial Intelligence Markup Language
AIML stands for Artificial Intelligence Markup Language. AIML is an XML based markup language meant to create artificial intelligent applications. AIML makes it possible to create human interfaces while keeping the implementation simple to program, easy to understand and highly maintainable.
Computational statistics
Computational statistics or statistical computing focuses on the bond between statistics and computer science to transform raw data into knowledge. You could consider it to be the interface between statistics and computer science.
Intelligence amplification
Intelligence amplification (IA) or cognitive augmentation or machine augmented intelligence was first proposed in the 1950s and 1960s by cybernetics and early computer pioneers. Intelligent Amplification, a novice term, is used to describe the effective use of information technology to augment human intelligence.
Customer experience as a service (CXaaS)
Customer Experience as a Service (CXaaS) is a cloud-based customer experience solution that provides a flexible approach to customer experience, by providing reliability and efficiency to customers.
Boolean satisfiability problem
The Boolean satisfiability problem (B-SAT) is a problem solver containing binary variables connected by logical relations such as OR and AND using SAT formulas.
Conversational UX
Conversational UX design is a way to smooth out the interactions between humans and technology. It involves direct conversations with AI personalities, (Alexa, Google Assistant, Siri, etc.), voice-enabled apps, and various other robotics.
Integration hub / cloud integration
Integration hub is an application that allows process automation and integration using common protocols to interact with external CRM platforms.
Syntactic analysis
Syntactic analysis is an analysis that focuses on understanding the logical meaning of sentences or of parts of sentences.
Principle of Rationality
The Principle of Rationality is also known as the Rationality Principle. It suggests that agents act in the most appropriate manner depending on the objective situation. The principle essentially is an idealized conception of human behavior.
Algorithmic Probability
Algorithmic probability, also known as Solomonoff probability, is a mathematical method of assigning a prior probability to a given observation.It is used in inductive inference theory and analyses of algorithms. In his general theory of inductive inference, Solomonoff uses the prior obtained by this formula in Bayes’ rule for prediction.
Skype Chatbot
A Skype chatbot is a tool that makes it possible for you or your business to automate conversations with users and customers on Skype.
Artificial Narrow Intelligence
Narrow AI is goal-oriented and designed to perform singular tasks and is very intelligent at completing the specific task it is programmed to do. Artificial narrow intelligence (ANI), also referred to as weak AI or narrow AI, is the only type of artificial intelligence we have successfully realized to date.
Real-Time Communication
Real-time communications (RTC) is a term used to refer to any live telecommunications that occur without transmission delays. RTC is nearly instant with minimal latency. The term ‘real-time’ pretty much means ‘live’.
Escalation Management
Escalation management involves transferring calls to top-level representatives who have more experience than the agent who initially answers the call. It focuses on keeping the customer experience as seamless as possible.
Autonomic computing
Autonomic computing refers to the self-managing characteristics of distributed computing resources, adapting to unpredictable changes while hiding intrinsic complexity to operators and users.
Forward Chaining
Forward chaining in AI is a form of reasoning while using an inference engine. It is also called forward deduction or forward reasoning. The inference engine is a part of the expert system that applies logical rules on the knowledge base for the purpose of deducing new data.
Bag-of-words
The bag-of-words (bow) model is used to preprocess the text by converting it into a bag of words or fixed-length vectors, machine learning algorithms. It is the simplest form of text representation in numbers. It is extremely easy, both to understand and to implement, and is used for language modeling and document classification.
Knowledge Engineering
Knowledge engineering is a branch of artificial intelligence (AI) that develops rules that are applied to data in order to imitate the thought process of a human that is an expert on a specific topic. This field of artificial intelligence attempts to emulate the judgment and behavior of a human expert in a particular field.
Automata theory
Automata theory deals with designing abstract computing devices to develop methods to describe and analyze the dynamic behavior of discrete systems.
Chatbot Architecture
The heart of chatbot development is what we would call chatbot architecture. It changes based on the usability and context of business operations.
Computational number theory
Computational number theory, also known as algorithmic number theory is a branch of number theory. It focuses on identifying and using efficient computational methods and algorithms to solve multiple problems in number theory as well as arithmetic geometry.
Scripting Language
A scripting language is a programming language that is interpreted. It is translated into machine code when the code is run, rather than beforehand. Scripting languages are often used for short scripts over full computer programs. JavaScript, Python, and Ruby are all examples of scripting languages.
