A
Abandoned Calls
Ad-hoc-Reporting
Advisory Tones
AI Gateway
Automatic Call Distribution (ACD)
Average Handling Time (AHT)
Average Speed of Answer (ASA)
B
Bias
C
Call Detail Record (CDR)
Call Recording
Call Routing
Chatbot
Co-Browsing
Compliance
Computer Telephony Integration (CTI)
Conversational AI
Customer Churn
Customer Relationship Management (CRM)
D
Deep Learning
Dialer
E
E-Mail Response Management
F
Fine-Tuning
First Contact Resolution (FCR)
G
Generative KI
Guardrails
H
Halluzinationen
I
Interactive Voice Response (IVR)
K
Key Performance Indicator (KPI)
Kundenzufriedenheitsbefragung
Künstliche Intelligenz
Künstliche allgemeine Intelligenz
L
Large Language Model (LLM)
Live Beratung
Live Support
Lost Call
M
Maschinelles Lernen
N
Natural Language Processing (NLP)
Net Promoter Score (NPS)
Neuronales Netz
P
P-Asserted Identity (PAI)
PEP Software
Predictive Dialing
Private Branche Exchange (PBX)
Prompt Engineering
Q
Quality Monitoring
R
Report Generator
Retrieval Augmented Generation (RAG)
S
Schwache KI
Service Center Software
Service Hotline
Service Level Agreement (SLA)
Small Language Model (SLM)
Sprachcomputer
Supervised Learning
T
Teilnehmeranschlussleitung (TAL)
Teilnehmernetzbetreiber (TNB)
Telephony Application Programming Interface (TAPI)
Transformer
U
Unsupervised Learning
V
Verzögertes Connect
Video Chat
Virtual Private Network (VPN)
Voice-over-IP (VoIP)
Voice Portal
W
WebRTC