AI Support Glossary

When an AI model generates a response that sounds plausible but is factually incorrect or fabricated, not grounded in actual data.

A development approach where the API is designed and built as the primary interface, with any UI or widget being a consumer of that API rather than the core product.

A numerical measure of how certain an AI model is about its response, used to decide whether to serve the answer or escalate to a human agent.

The process of importing, parsing, and indexing documentation so that an AI system can retrieve and reference it when answering customer queries.

A security mechanism that restricts which website domains are authorized to load and use an embedded widget or API, preventing unauthorized usage.

A self-contained UI component that can be added to any website or app with a script tag, providing functionality like chat support without custom development.

A support architecture where the backend infrastructure is decoupled from the frontend UI, giving developers full control over the customer experience.

A software design pattern that separates the backend (data, logic, APIs) from the frontend (UI), connected only through APIs.

A structured collection of documentation, FAQs, and guides that serves as the source of truth for customer support — both for human agents and AI systems.

An AI model trained on vast amounts of text data that can understand and generate human language, powering chatbots, summarization, and question-answering systems.

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

A SaaS pricing model that charges a fixed monthly fee for each user or agent who accesses the platform.

An AI technique that combines a language model with a retrieval system to generate answers grounded in specific documents or data sources.

A search technique that understands the meaning and context of a query rather than just matching keywords, using vector embeddings to find conceptually related results.

The hidden cost overhead imposed by traditional helpdesk platforms through per-seat fees, AI upsells, premium add-ons, and mandatory vendor lock-in.

A deployment method where a third-party tool is added to a website by inserting a single HTML script tag, requiring no build tools or framework dependencies.

A connection between a support platform and Slack that routes support tickets, notifications, and agent responses through Slack channels.

The process of routing a customer support query from AI or first-line support to a human agent when the issue cannot be resolved automatically.

A pricing model where customers pay based on actual consumption (e.g., queries processed) rather than fixed per-seat or per-agent fees.

Numerical representations of text that capture semantic meaning, enabling AI systems to find relevant content through similarity search.