AI & Communication Glossary
Every term that matters in AI and business communication — explained in plain English, with Indian context. No jargon for jargon's sake.
Communication
24-Hour Window (WhatsApp)
The period after a customer messages you when you may reply with free-form content; outside it, only templates.
Read definitionA2P Messaging
Application-to-person messaging: automated business messages sent to people, like OTPs and alerts.
Read definitionBulk SMS
Sending large volumes of SMS — alerts, OTPs, offers — through a provider or API.
Read definitionCCaaS
Cloud contact-centre software bringing calls, chat, email and WhatsApp into one agent workspace.
Read definitionClick-to-Call
A button that instantly bridges a website visitor and an agent in a recorded, number-masked call.
Read definitionCloud Telephony
Business phone systems delivered from the cloud — numbers, IVR, recording — with no hardware.
Read definitionCPaaS
Cloud platform that adds messaging, voice and video to any software through simple APIs.
Read definitionDLT Registration
India's mandatory TRAI registration of business SMS senders and templates to curb spam.
Read definitionDrip Campaign
An automated sequence of messages sent over time to nurture a lead or customer.
Read definitionIVR
An automated phone menu that greets callers and routes them to the right place.
Read definitionLead Scoring
Ranking leads by how likely they are to convert, so teams focus on the hottest first.
Read definitionNumber Masking
Connecting two people by phone without either seeing the other's real number.
Read definitionOmnichannel
Serving customers across SMS, WhatsApp, voice and email with one shared history.
Read definitionOTP (One-Time Password)
A short, single-use code sent to verify a user's phone number or authorise an action.
Read definitionPredictive Dialer
An outbound system that dials ahead and connects agents only to answered calls.
Read definitionRCS Messaging
Upgraded business texting with verified branding, images, carousels and buttons in the native SMS inbox.
Read definitionToll-Free Number
A 1800 number that is free for customers to call; the business pays for the call.
Read definitionVirtual Number
A cloud phone number that routes to any device, with full call tracking and recording.
Read definitionWhatsApp Business API
The official way for businesses to message at scale on WhatsApp with automation and multiple agents.
Read definitionWhatsApp Template
A pre-approved WhatsApp message businesses use to start conversations outside the 24-hour window.
Read definitionAI
Agentic AI
AI systems that plan multi-step tasks and use tools autonomously to reach a goal.
Read definitionAI Agent
AI that not only talks but takes actions — booking, checking orders, raising tickets — toward a goal.
Read definitionAI Guardrails
Rules and checks that keep an AI safe, on-brand and factual — what it must not say or do.
Read definitionAI Hallucination
When an AI model states something false or invented as if it were fact.
Read definitionArtificial Intelligence
Software that performs tasks normally needing human intelligence — understanding language, recognising speech, making decisions.
Read definitionChatbot
Software that holds text conversations with people; modern ones use AI to understand free language.
Read definitionComputer Vision
AI that interprets images and video — reading documents, recognising objects, verifying IDs.
Read definitionConversational AI
AI that holds natural back-and-forth conversations by voice or chat.
Read definitionDeep Learning
Machine learning using many-layered neural networks; powers modern speech, vision and language AI.
Read definitionFine-Tuning
Further-training a general AI model on your own examples so it fits your specific use case.
Read definitionFoundation Model
A large, general AI model trained on broad data, then adapted to many specific tasks.
Read definitionGenerative AI
AI that creates new content — text, images, audio, code — rather than only classifying existing data.
Read definitionHuman-in-the-Loop
A design where AI handles routine work but hands sensitive or uncertain cases to a person.
Read definitionIntent
What a user actually wants in a message or call — the goal behind their words.
Read definitionLarge Language Model
A generative-AI model trained on huge text datasets to understand and produce human language.
Read definitionMachine Learning
A branch of AI where software learns patterns from data instead of being hand-coded with rules.
Read definitionMultimodal AI
AI that handles more than one type of input — text, images, audio — together.
Read definitionNatural Language Processing
AI that understands and generates human language — the foundation of chatbots and voice bots.
Read definitionNeural Network
A network of simple connected units that learns patterns; the core of deep learning.
Read definitionPrompt Engineering
Writing clear instructions that reliably get an AI model to produce the output you want.
Read definitionRAG (Retrieval-Augmented Generation)
A method that feeds an AI model your verified documents at answer time so it stays factual.
Read definitionSentiment Analysis
AI that detects the emotional tone of a message or call — positive, negative, urgent.
Read definitionSpeech Analytics
AI that transcribes and analyses 100% of calls for quality, compliance and insight.
Read definitionSpeech Recognition (STT)
AI that converts spoken audio into text; the first step in any voice bot.
Read definitionText-to-Speech (TTS)
AI that turns text into natural spoken audio; gives a voice bot its human-like voice.
Read definitionVoice Bot
An AI that answers and holds phone conversations using speech recognition and text-to-speech.
Read definitionEngineering
API
A defined way for two software systems to talk — how your CRM tells a platform to send a message.
Read definitionContext Window
How much text an AI model can consider at once — its short-term memory in a conversation.
Read definitionEmbeddings
Numeric representations of text/images that let AI measure meaning and similarity.
Read definitionInference
Running a trained AI model to get an answer — as opposed to training it.
Read definitionToken
The small chunks of text AI models read and generate; also the usual unit of AI pricing.
Read definitionTool Calling (Function Calling)
Letting an AI model trigger real actions — APIs, lookups, bookings — not just produce text.
Read definitionVector Database
A database that stores embeddings and finds the most similar ones fast; the memory behind RAG.
Read definitionWebhook
An automatic message a system sends to your software when an event happens, like a reply received.
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