Jargon Dictionary
Abandoned Chats
noun | \ əˈbænd(ə)nd ˈtʃæts \
When a user leaves a webchat before a resolution is provided.
Chats can be abandoned due to a loss of internet connection, or due to a customer deliberately leaving the chat. This is a handy metric for monitoring how useful customers find your webchat service.
Artificial Intelligence
noun | \ ˌɑːtɪˈfɪʃ(ə)l ɪnˈtelɪdʒ(ə)ns \
A software or programme capable of learning.
AIs only learn from data and can't use or understand emotion or empathy, so their usefulness in customer service is (currently) limited.
Automation
noun | \ ˌɔːtəˈmeɪʃ(ə)n \
A software solution that replaces human labour.
Automations can only follow set rules rather than learning on the job like an artificial intelligence (or a human).
Average Handling Time
noun | \ ˈæv(ə)rɪdʒ ˈhændlɪŋ ˈtaɪm \
The average length of time from the moment an interaction is assigned to an advisor to the end of the conversation.
Worked out over several conversations, this is a great way of measuring advisor productivity.