Glossary
AI Agent
An autonomous software agent that can resolve customer support tickets without a human in the loop.
An AI Agent reads a ticket, retrieves relevant context from connected sources like a help center or CRM, drafts a reply, and sends it when its confidence is above a configured threshold. For lower confidence cases, it escalates to a human with a summary. Production AI Agents sit behind approval gates for sensitive categories and log every action for audit.
Related terms
- AI Copilot: An AI surface that assists human agents by drafting replies, summarizing threads, and suggesting next steps.
- Auto-resolution: When AI fully resolves a customer support ticket without a human reply.
- Confidence threshold: The minimum confidence score AI must reach before sending a reply autonomously.
- Ticket deflection rate: The percentage of customer requests resolved by self-service or AI before reaching a human agent.