Conversational AI Glossary, Contact Center & AI Terms Explained

Welcome to the Cognigy Conversational AI Glossary, your complete reference for the terminology that powers modern contact centers and intelligent automation. From foundational concepts like Natural Language Processing (NLP), Machine Learning (ML), and Conversational AI, to technical protocols like SIP, MRCP, and WebRTC, to platform integrations like Genesys, Twilio, and Amazon Connect — this glossary covers 95 terms across the full conversational AI landscape. Whether you are evaluating virtual agents, building voice bots, or optimizing omnichannel customer experiences, use this resource to quickly understand the concepts and technologies behind the Cognigy platform.

What Is Agent Assist? AI that gives live agents real-time answers and task support during customer interactions.
What Is Agent Handover? Transfers a conversation from a bot to a human agent while preserving full context.
What Is Amazon Connect? AWS cloud contact center service with pay-as-you-go pricing and omnichannel support.
What Is Automated Speech Recognition (ASR)? Converts spoken language into machine-readable text for voice-based AI applications.
What Is Average Handle Time (AHT)? Metric averaging total talk time and post-call work per customer interaction.
What Is AudioCodes? Global voice technology provider offering IP phones, gateways, and the Voice.AI Gateway.
What Is Avaya? Global leader in contact center and unified communications, serving most of the largest US firms.
What Is an Auto Dialer? Automation system that dials numbers and routes answered calls to agents, recordings, or bots.
What Is an Automatic Call Distributor (ACD)? Routes inbound calls to agents, teams, or IVR menus based on preset rules.
What Is Business Process Management (BPM)? Method for creating, maintaining, and continuously optimizing business processes.
What Is a Blended Agent? Contact center agent trained to handle both inbound and outbound calls flexibly.
What Is a Bot Framework? Developer toolkit providing assets and structure for building bots efficiently.
What Is Barge-In? Voice feature that lets users interrupt a bot mid-response so it starts listening.

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