An Application Programming Interface (API) is a standardized way for software systems to communicate and exchange data.

A centralized interface where administrators configure, monitor, and manage a platform’s users, permissions, integrations, and analytics.

Agent Assist is AI-driven technology that provides real-time guidance and resources to customer support or technical service agents as they handle tickets.

Agentic AI refers to artificial-intelligence systems that act autonomously, pursuing goals, planning multi-step actions, and adapting behavior based on feedback.

Aisera is an AI Service Experience platform that combines Generative AI, automation, and conversational intelligence to streamline IT, HR, and customer support operations.

Amazon Q is an enterprise generative-AI assistant from Amazon Web Services (AWS) designed to help business and technical users query data, summarize documents, and automate tasks using natural language.

AptEdge is an AI-powered knowledge and support automation platform designed to help customer-facing teams resolve tickets faster by surfacing relevant insights and automating repetitive responses.

Artificial Intelligence (AI) refers to the ability of machines to perform cognitive functions typically associated with human intelligence - such as reasoning, learning, planning, and understanding language. AI systems analyze data, recognize patterns, and make informed decisions, often improving performance over time through feedback and adaptation.

Attended automation refers to automation that runs in partnership with a human worker. Unlike unattended bots that operate in the background, attended automations are triggered, guided, or supervised by people - usually to accelerate repetitive steps within an active workflow. These automations sit on the user’s desktop or browser and execute actions on demand, helping knowledge workers complete complex tasks faster while retaining full control.

Attended Process Automation (APA) is an automation approach in which humans and software bots work together in real time to complete digital tasks.

Business Process Outsourcing (BPO) is the practice of contracting specific business operations or processes to third-party service providers. Companies use BPO to reduce costs, access specialized expertise, and scale operations more efficiently. Commonly outsourced processes include customer support, payroll, data entry, and IT services. BPO providers can operate domestically (onshore), in nearby countries (nearshore), or in distant regions (offshore).

A bookmarklet is a small JavaScript program stored as a browser bookmark. When clicked, it executes code directly on the current webpage, allowing users to automate tasks, modify page content, or extract data without installing an extension or plugin. Bookmarklets are a lightweight form of browser automation - an early precursor to modern extensions and low-code automation tools.

Browser automation is the use of software scripts, tools, or frameworks to perform actions within a web browser automatically - without human intervention. It replicates user behavior such as clicking buttons, filling forms, scraping data, and navigating between pages. Browser automation helps developers, testers, and operations teams eliminate repetitive web tasks, improve accuracy, and integrate browser-based workflows into larger automation pipelines.

A browser extension is a lightweight software module that adds custom functionality to a web browser. Extensions enhance how users interact with websites or applications by injecting new features, automating workflows, or modifying content directly in the browser. They’re built using web technologies - HTML, CSS, and JavaScript - and run within the browser’s sandboxed environment.

A Business Intelligence (BI) tool is software that collects, analyzes, and visualizes data to help organizations make informed decisions. BI tools transform raw data from multiple sources - like databases, CRMs, or spreadsheets - into dashboards, reports, and insights that reveal performance trends, opportunities, and risks.

CRUD stands for Create, Read, Update, and Delete - the four basic operations used to manage data in databases, web applications, and APIs. CRUD defines how users and systems interact with stored information, whether in a relational database, a RESTful API, or an enterprise software interface.

A call script is a pre-written guide that outlines what a customer service or sales representative should say during a phone or live-chat conversation. It ensures consistency, compliance, and professionalism by giving agents key phrases, required disclosures, and troubleshooting or objection-handling prompts.

A chatbot is a software program that simulates human conversation through text or voice interactions. Chatbots use predefined rules or artificial intelligence (AI) to understand user inputs, provide answers, and complete tasks such as booking, troubleshooting, or collecting information. Chatbots are deployed across websites, messaging apps, and customer support systems to deliver fast, consistent, and scalable communication.

Chrome DevTools is a suite of built-in web development and debugging tools in Google Chrome. It enables developers to inspect, edit, test, and optimize web pages in real time - directly from the browser.

A copilot is an artificial intelligence (AI) assistant designed to work alongside humans, helping them complete digital tasks more efficiently.

Decagon is an AI support automation platform that uses generative AI to handle complex customer inquiries, route tickets intelligently, and suggest context-aware responses.

A decision tree is a visual model that maps out choices, conditions, and outcomes to guide users through a structured decision-making process.

Deep learning is a subset of machine learning that uses neural networks with many layers (“deep” structures) to automatically learn complex patterns from large amounts of data.

A Digital Adoption Platform is software that guides users through applications or digital processes using interactive walkthroughs, tooltips, and contextual help.

Edge computing is a distributed IT architecture that processes data near the source - for instance, on IoT devices or local servers - rather than sending everything back to a remote central data center. By doing so, it reduces latency, saves bandwidth and enables faster, real-time responses in scenarios where milliseconds matter.

Forethought is an AI-powered customer support automation platform that helps organizations resolve tickets faster by predicting intent, suggesting answers, and automating repetitive workflows.

Freddy AI Agent is an AI-powered customer support and sales assistant developed by Freshworks.

A Graphical User Interface (GUI) is a visual system that allows users to interact with software through graphical elements such as windows, icons, menus, and buttons - rather than text-based commands.

Generative AI refers to a class of AI systems capable of creating new content - such as text, images, audio, video, or code - by learning patterns from existing data.

Glean is an AI-powered enterprise search and knowledge platform that helps employees find information across internal tools, documents, and conversations.

GraphQL is an open-source query language and runtime for APIs that enables clients to request exactly the data they need.

Guru is a knowledge management and enablement platform that helps teams capture, organize, and share company information within their existing workflows.

Hyperautomation is an enterprise strategy that combines Robotic Process Automation (RPA), Artificial Intelligence (AI), Machine Learning (ML), and process orchestration to automate complex, end-to-end business operations.

Intelligent Process Automation (IPA) combines Robotic Process Automation (RPA) with artificial intelligence (AI), machine learning (ML), and advanced analytics to automate both rule-based and judgment-based business processes.

Intercom Fin is an AI-powered customer support chatbot built into Intercom’s broader customer-communication platform.

JavaScript (JS) is a programming language that powers interactivity on the web—running natively in browsers and increasingly on servers via Node.js.

A knowledge base is a centralized repository of information designed to help users find answers, solve problems, and understand products or services.

Knowledge Process Outsourcing (KPO) is the practice of outsourcing specialized, knowledge-intensive business functions to external experts or organizations.

Knowmax is an AI-guided knowledge management platform designed for customer-experience (CX) teams to deliver mistake-proof service across touch-points.

A Large Language Model (LLM) is a type of artificial intelligence model trained on vast amounts of text data to understand, generate, and manipulate human language.

Legal Process Outsourcing (LPO) is the practice of transferring legal services and processes to external providers - either law-focused vendors or offshore specialists.

A low-code application builder is a development environment that lets users create software visually using prebuilt components and minimal code.

Machine Learning (ML) is a subset of artificial intelligence that enables computers to learn patterns from data and improve their performance on a task without being explicitly programmed.

Microsoft Copilot is an AI-powered assistant integrated across Microsoft 365 and Windows, designed to help users create content, analyze data, and automate workflows through natural-language commands.

A series of bricks that together perform a specific action, such as sending an email from a LinkedIn page, or creating a card in Trello from highlighted text.

Natural Language Generation (NLG) is a branch of artificial intelligence that focuses on producing human-like text or speech from structured data and machine representations.

Natural Language Processing (NLP) is a field of artificial intelligence that enables computers to understand, interpret, and generate human language.

Natural Language Understanding (NLU) is a subfield of artificial intelligence and natural language processing (NLP) focused on enabling computers to comprehend, interpret, and extract meaning from human language.

Process gating is a workflow control mechanism that enforces checkpoints, approvals, or validations before a process can move to the next stage.

A REST API (Representational State Transfer Application Programming Interface) is a standardized architectural style for building web services that communicate over HTTP.

Robotic Process Automation (RPA) is a technology that uses software “robots” or bots to automate repetitive, rule-based tasks within digital systems.

Secure Access Service Edge (SASE) is a cloud-delivered architecture that combines network connectivity and security services into a unified platform, enabling secure access for users from any location to any application.

SSE stands for Security Service Edge, which refers to a cloud-delivered suite of security services designed to protect users, devices, and data as they connect to web applications and cloud services. SSE secures access to the web, cloud services and private applications through capabilities like access control, threat protection, data security and security monitoring.

Sierra AI is an AI agent platform that automates customer conversations end-to-end using large language models (LLMs) and reasoning frameworks.

A snippet manager is a tool that stores, organizes, and quickly inserts reusable text, code, or response templates, improving productivity and consistency.

Stonly is an interactive knowledge and onboarding platform that helps companies create guided, step-by-step experiences for users and support agents.

Swivel-chair integration describes a manual workflow where users move data or actions between multiple applications by “swiveling” between screens instead of using automation or APIs.

Synthesia is an AI video generation platform that creates professional talking-head videos using customizable digital avatars. It turns text scripts into lifelike spoken videos - eliminating the need for cameras, actors, or post-production editing.

Text expansion is the process of automatically inserting longer phrases, sentences, or paragraphs from short triggers or abbreviations.

A vector database is a specialized type of database optimized for storing, indexing, and searching vector embeddings - numerical representations of data such as text, images, audio, or code.

Viggle AI is an AI-powered animation tool that turns still images into realistic, moving videos. Using motion transfer technology, it lets users make characters dance, act, or mimic any movement from a reference clip — perfect for memes, creators, and short-form content.

A web browser is a software application that enables users to access, retrieve, and interact with information on the World Wide Web.

Zendesk AI enhances ticket triage, self-service, and agent productivity using machine learning, generative AI, and intent prediction.

Zero Trust Architecture (ZTA) is a cybersecurity approach that assumes no user, device or network connection is inherently trustworthy - every access request must be continuously authenticated and authorized before granting access to any resource.

Zingtree is a no-code decision-tree and guided-workflow platform that helps support, sales, and operations teams deliver consistent, step-by-step resolutions.

iPaaS is a cloud-based platform that connects applications, data, and services across different environments to enable seamless automation and information flow.