The Aide Glossary:
Agentic AI in customer experience

Definitions for the vocabulary of agentic AI in customer service and experience: what the terms mean, how they differ, terms they are commonly confused with, and why those differences matter.

AI and Agentic fundamentals

What agentic AI actually is, how it differs from generative and conversational AI, and the platform concepts underneath.

Intents

An important primitive the whole discipline rests on: classification, taxonomies, sub-intents, drift, and the difference between an intent and a topic.

Procedures and Deployment

How automation ships safely: ASOPs, testing before deploy, staged rollouts, and human-in-the-loop patterns.

Trust and Governance

Guardrails, hallucinations, grounding, explainability, action traces, and what it takes to put AI in front of customers without holding your breath.

Metrics and Operations

Resolution rate, deflection, containment, CSAT, NPS, handle time, and how to read them honestly.

Helpdesk and contact center

The ground the work happens on: ticketing, routing, omnichannel, automation inside the helpdesk you already run.

E-commerce CX

Orders, returns, WISMO, and the language of D2C support: the intents that fill a store’s queue and what resolving them actually takes.

B2B SaaS support

Customer operations, technical support, and the tickets beyond the knowledge base: billing, bugs, APIs, and the accounts behind them.

Financial services CX

Regulated conversations: disputes, hardship, payments, and what compliant automation means when every message is on the record.

Logistics and freight CX

The freight inbox, term by term: status, quotes, documents, disputes, and the operational language of brokers, forwarders, and 3PLs.

All terms A–Z

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