| Term | Definition |
|---|---|
| Agentic Platform | The name of Satisfi Labs’ conversational AI platform. Major components include response moderation, intent understanding, response enrichment, and more. |
| Agent Performance Console | A management platform designed to help you manage your AI agents the way you'd manage employees, with clear performance expectations, measurable objectives, and transparent accountability. |
| Agent Campaign | An AI-driven “mission” designed to accomplish a business goal. Similar to a marketing campaign, each one has:
|
| AI Agent | A digital staff member with a specific role (e.g., Guest Experience Agent, F&B Agent, Ticketing Agent). |
| Enrichment | Actionable items that can be added to the text response, such as buttons, images, videos, and quick replies. |
| Fallback Responses | This response is triggered when the system fails to match the user's query with a relevant predefined response or lacks the necessary data to generate an appropriate reply. |
| Generated Responses | Answers that are generated by the LLM model using your scraped website pages, feeds or documented source data. |
| Intent Understanding | Advanced capability of our AI Chat to comprehend and categorize customers' inquiries thoroughly, maintaining context throughout the conversation. |
| Journey Workflow | Journey Workflows are tactical playbooks nested within campaigns that define how customer interactions unfold. |
| Large Language Models (LLMs) | Advanced computer programs that can understand and generate human-like text based on patterns they've learned from vast amounts of data. Examples are GPT and Bard. |
| Link Buttons | Buttons that are living within a response, linking users to other topics within your chat or to external pages. |
| Natural Language Processing (NLP) | An area of artificial intelligence dedicated to comprehending and manipulating human language. |
| OKRs (Objectives and Key Results) | OKRs are a goal-setting framework that helps organizations define what they want to achieve (the Objective) and how they’ll measure success (the Key Results). The Objective is a clear, qualitative outcome, while Key Results are specific, measurable targets that prove progress toward that outcome. When applying OKRs to AI Agents, the Objective defines the business outcome the agent should drive (e.g., faster resolutions), and the Key Results quantify the agent’s performance and impact (e.g., accuracy, time saved, and successful task completion rate). They align teams around priorities, improve focus and accountability, and make it easier to track performance over a set time period. |
| Paths | Included in prewritten responses, paths help guide users to action through pre-designated flows. This includes Ticket E-Commerce, Guides, Live Agent Engine, PII Collection Features (Knowtifi/Feedback). |
| Pop-Up Button | The overlay button placed on your website/app that opens your chat. |
| Prewritten Responses | Answers that are written in advance and surfaced to the user exactly as written. Will be prioritized over Generated Responses. Can include enrichments as well. |
| Prompt Bubble | A text bubble that opens after a set period of time next to your pop-up button, encouraging web/app users to start a chat. |
| Quick Reply | A secondary button in a response that assists in guiding the user in gaining more information about the topic they are asking about, as well as further their discovery of different topics, information, and events. |
| Response Moderator | Part of the Answer Engine, the response moderator reviews a generated answer to ensure it complies with Satisfi’s standards. For example, it ensures foul language is not included in the response. |
| Snippet | A concise set of embedded HTML, CSS, and JavaScript codes for creating an interactive chat window on a website, handling functions like opening the chat, messaging, and displaying responses. |
| Welcome Message | A welcome message serves as the initial greeting in your AI Chat, setting a positive tone for user interactions. |