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Important terms explained
A
ACD
AHT
AI gateway
Artificial intelligence
Artificial general intelligence
ASA
B
Bias
C
Call Routing
Co-Browsing
Compliance
Conversational AI
D
Deep learning
Dialer
F
FCR
Fine-tuning
G
Generative AI
Guardrails
H
Hallucinations
L
LLM
Local loop
Lost Call
M
Machine learning
N
Narrow AI
Neural network
NLP
P
Predictive dialing
Prompt engineering
R
RAG
S
Service Hotline
SLM
Supervised learning
T
Transformer
U
Unsupervised learning
V
Video Chat
VoIP
VPN