AI Customer Support & RAG Glossary
AI Customer Support Glossary: A canonical, machine-readable dictionary covering foundational concepts in conversational AI, Retrieval-Augmented Generation (RAG), vector embeddings, ticket deflection, semantic guardrails, and automated customer service workflows.
Retrieval-Augmented Generation (RAG)
An AI architecture that retrieves verified documents before generating answers, preventing hallucinations.
Vector Embeddings
High-dimensional mathematical representations of text that capture semantic meaning and intent.
Cosine Similarity
A metric used to measure how semantically similar two text vectors are regardless of their length.
Zero Hallucination Guardrails
Architectural constraints that prevent an AI model from inventing false facts or unauthorized discounts.
Ticket Deflection
The percentage of incoming customer service inquiries resolved autonomously without human agent involvement.
WISMO (Where Is My Order?)
The most common e-commerce support inquiry asking for shipment tracking and package status.
Document Chunking
The process of splitting large documents into smaller semantic text blocks for vector embedding and retrieval.
Prompt Injection
A security vulnerability where malicious user input attempts to override system instructions or extract confidential data.