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Important terms explained
A
Ad hoc reporting
Average handling time (AHT)
AI gateway
Artificial intelligence
Artificial general intelligence
Automatic call distribution (ACD)
Average speed of answer (ASA)
B
Bias
C
Call detail record (CDR)
Call recording
Call routing
Co-browsing
Compliance
Computer telephony integration (CTI)
Conversational AI
Customer churn
Customer satisfaction survey
D
Deep learning
Dialer
F
First contact resolution (FCR)
Fine-tuning
G
Generative AI
Guardrails
H
Hallucinations
K
Key performance indicator (KPI)
L
Large language model (LLM)
Live consultation
Live support
Local loop
Lost call
M
Machine learning
N
Narrow AI
Natural language processing (NLP)
Net promoter score (NPS)
Neural network
P
Predictive dialing
Prompt engineering
R
Retrieval augmented generation (RAG)
S
Service hotline
Small language model (SLM)
Supervised learning
T
Transformer
U
Unsupervised learning
V
Video chat
Voice-over-IP (VoIP)
Virtual private network (VPN)