Your go-to resource for AI & customer service fundamentals

Understand how to improve CSAT step by step, from what drives the score to turning customer feedback into meaningful operational change that customers can feel.

This glossary covers 100+ essential metrics, concepts, roles, tools, and frameworks organized alphabetically for quick reference.

Conversational AI refers to technologies such as chatbots or voice agents that understand, process, and respond to human language naturally, enabling enterprises to automate and elevate customer engagement.

Parloa delivers the full platform to design, test, deploy, monitor, and continuously improve those agents optimized for high-volume customer service where reliability and compliance matter.

This FAQ breaks down the fundamentals of using AI agents in customer service, from what it is and how it works to use cases, benefits, risks, and implementation best practices. It is designed for CX leaders, contact center owners, and operations teams who want a clear, non‑technical overview.

Using modern conversational AI agents not only to cut cost, but to create emotionally resonant, low‑effort experiences that compound into loyalty, advocacy, and revenue over time.

Parloa is the company behind the industry-leading AI agent management platform built specifically for trust, compliance, and secure scalability. Running on Microsoft Azure, Parloa gives enterprises certified security controls, fine-grained governance, and rigorous quality assurance across every AI agent.

A conversational AI chatbot helps brands deliver faster, more natural customer support by understanding intent, completing real tasks, and providing 24/7 automated service across channels.