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.

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.

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

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.

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.

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.

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.

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.

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.