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Glossary

AI automation, in plain English.

Sixteen terms you’ll hear when talking about AI agents and automation, explained simply.

AAI agentSoftware that uses AI to understand a task, decide what to do and take action in your systems, within rules you set.AAI search visibilityHow often and how accurately AI assistants like ChatGPT, Gemini and Perplexity mention your business in their answers.AAudit logA tamper-evident record of every action an agent took, when, and with what data.CChat agentAn AI agent that converses over web chat, SMS, WhatsApp or social messages, trained on your own content.CConfidence thresholdThe level of certainty an AI step must reach before acting on its own; below it, the task goes to a person.DData extractionPulling structured details such as names, dates, amounts and reference numbers out of emails, forms and documents.EEscalation (handoff)Passing a conversation or task from an AI agent to a person, with a summary of what has happened so far.GGuardrailsRules and checks that limit what an AI agent can say or do, such as topics it avoids or actions that need approval.HHallucinationWhen an AI states something that sounds plausible but is not true or not supported by its sources.HHuman-in-the-loopA design where AI prepares or proposes and a person approves before anything important happens.IIntent detectionWorking out what someone wants from what they say or write, such as booking, cancelling or asking about a bill.LLarge language model (LLM)An AI model trained on large amounts of text that can read, write, summarise and reason in natural language.OOrchestrationCoordinating several agents and tools so they share context and work together on one process.RRetrieval-augmented generation (RAG)A technique where the AI looks up relevant facts in your documents before answering, instead of relying on memory.VVoice agentAn AI agent that holds natural phone conversations: answering, asking questions and taking actions during the call.WWorkflow automationConnecting the steps of a process, such as triggers, decisions and actions across apps, so it runs without manual work.
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