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Glossary
Key terms and definitions for AI voice technology, telephony, and automation.
A
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C
D
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A
ASR (Automatic Speech Recognition)
Technology that converts spoken language into text, enabling AI systems to understand what a caller says.
Agent
An AI-powered virtual assistant configured to handle phone conversations for a specific business workflow.
C
Conversational AI
AI systems designed to engage in natural, human-like dialogue through voice or text.
D
DTMF (Dual-Tone Multi-Frequency)
The signal tones generated when pressing keys on a phone keypad, used for menu navigation in IVR systems.
E
Embeddings
Numerical vector representations of text that capture semantic meaning, used for knowledge base retrieval.
F
Function Calling
The ability for an AI model to invoke external tools or APIs during a conversation to take actions like booking appointments.
I
IVR (Interactive Voice Response)
A legacy phone system that uses pre-recorded menus and keypad input to route callers. AI voice agents are replacing most IVR trees.
K
Knowledge Base
A collection of documents and data that an AI voice agent references to provide accurate, business-specific answers.
L
Latency
The delay between a caller finishing a sentence and the AI agent beginning its response. Sub-500ms is considered natural.
Lead Qualification
The process of evaluating whether a prospect meets criteria to become a customer, often through a series of screening questions.
LLM (Large Language Model)
A deep learning model trained on vast text data that generates human-like responses. Powers the reasoning behind AI voice agents.
N
No-Show Rate
The percentage of confirmed appointments where the customer does not attend. AI confirmation calls can reduce this by 25-40%.
P
Prompt Engineering
The practice of crafting instructions that guide an AI model toward desired behaviors and response patterns.
R
RAG (Retrieval-Augmented Generation)
A technique that retrieves relevant documents before generating a response, grounding the AI in factual business data.
S
SIP (Session Initiation Protocol)
The standard signaling protocol for initiating, maintaining, and terminating voice calls over IP networks.
STT (Speech-to-Text)
The process of converting audio speech into written text. Also called ASR.
T
TCPA (Telephone Consumer Protection Act)
U.S. federal law regulating automated calls and texts. Requires prior express consent before making robocalls or autodialed calls.
TTS (Text-to-Speech)
Technology that converts written text into natural-sounding spoken audio.
V
Voice Cloning
Creating a synthetic voice that mimics a specific person's speech patterns, tone, and cadence.
W
Webhook
An HTTP callback that sends real-time data to your systems when events occur, such as a call ending or a lead being qualified.
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