Customer Service Dictionary | FM Outsource

Customer Service Dictionary

Your definitive guide to customer service jargon.
Customer Service Resources

Jargon Dictionary


A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
A

Artificial Intelligence (AI)

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.

Average Handling Time (AHT)

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.

Automation

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).

Abandoned Chats

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.

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