Glossary
Conversational AI Glossary
The terms of the trade — outbound calling, AI receptionist, voice AI agent, IVR — defined in one quotable sentence, then explained: what they are for, where they go wrong.
Each definition is followed by the essentials, an example and the pitfalls. Sources are cited at the bottom of the page.
5 definitions
A
- AI Receptionist: Definition, What It Does and Limits
- Vendors use the term "AI receptionist" for software that answers a business's phone calls, handles front-desk tasks such as answering common questions, capturing lead details and booking appointments, and transfers the caller to a person when needed. Some vendors also sell hybrid versions backed by human staff.
C
- Conversational AI: Definition, Components and Limits
- Conversational AI is technology that lets software process and respond to human conversation, in text or speech, so that a person can talk or type to a system in natural language. Chatbots, virtual agents and voicebots are applications of it, and it combines language understanding with language generation.
I
- IVR
- Interactive voice response (IVR) is an automated phone system that interacts with callers, collects information through keypad tones (DTMF) or recognized speech, and routes the call to the right recipient. Its options are defined in advance, as in a menu of numbered choices.
O
- Outbound Calling: Definition, AI Version and Consent Rules
- Outbound calling is when an organization places the phone call, as opposed to receiving it; in US telemarketing rules, it means a call a telemarketer initiates to induce a purchase or solicit a donation. An AI version uses a voice agent to place the call and hold the conversation, which puts consent rules at the center.
V
- Voice AI Agent: Definition and Terminology
- A voice AI agent is software that talks with people by speech, for example over the phone, understands what they ask and can carry out tasks during the conversation, such as booking an appointment or checking an order. Vendors also call it a voicebot or an AI phone agent.