AI assistant
A program that answers questions in a chat widget using a language model, based on a company's own material.
Knowledge base
Knowledge base on AI in customer service.
What the words mean, how the technology works and what it means for customer service on a website. One term per page, explained without jargon wherever possible.
01The basics
The basics
Chatbot
A program that answers in a chat. The word is often used for rule-based bots that follow pre-written flows.
AI agent
An AI that does not just answer but carries out tasks in other systems, such as looking up an order or booking a time.
Language model
The AI model that understands and writes text. Often called an LLM, a large language model.
Generative AI
AI that creates new content, such as text, images or sound, instead of only sorting or recognising what already exists.
Prompt
The instruction a language model receives, meaning the text that tells it what to do and how.
Hallucination
When a language model phrases an answer that sounds right but is not.
Token
The smallest unit of text a language model reads and writes. A word often becomes one or more tokens.
02Knowledge and answers
Knowledge and answers
Knowledge base
The material an AI assistant answers from: price lists, terms, FAQs and pages on the website.
RAG
Retrieval-augmented generation. A technique where the AI first fetches relevant parts of the material and then answers from them.
Context window
How much text a language model can take into account at once, measured in tokens.
Intent
What the customer actually wants done with their question, such as tracking an order or rebooking a time.
Multilingual AI
An AI assistant that answers in the language the customer writes in, from the same material.
03In the chat
In the chat
Chat widget
The box on the website where the customer writes to the assistant, often a button in the corner.
Conversation flow
The path a conversation follows, from the customer's first question to an answer, an action or a handover.
Handover
When the assistant passes a conversation to a person, for example because the case is complicated or sensitive.
Order lookup
When the assistant fetches details about an order straight from the store and replies with its status.
Resolution rate
The share of conversations the assistant handles without anyone on the staff having to step in.
04Systems and data
Systems and data
API
The interface that lets two systems talk to each other. If a system has an API, it can usually be connected to.
Integration
A connection between the assistant and another system, so it can fetch or send details.
Webhook
An automatic message one system sends to another when something happens.
Permission
What the assistant is allowed to do in a system, for example read orders but not change them.
Masking
When sensitive data, such as phone numbers or card numbers, is replaced with characters before the message is used further.
Data processor
Someone who processes personal data on behalf of someone else, for example a provider running an AI assistant for a company.
AI Act
The EU law on artificial intelligence. For chatbots, it requires among other things that customers are told they are talking to an AI.
05Get started
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