Glossary

Chatbot and AI receptionist glossary

Short, clear definitions of the terms people search for when they look at website chatbots and AI receptionists.

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What is a chat widget?A chat widget is the small chat button and window that appears on a website. It is added with one line of code and lets visitors ask questions, book or leave…Definition
What is a chatbot knowledge base?A chatbot knowledge base is the information an AI chatbot is allowed to answer from: your services, prices, hours, policies and frequently asked questions,…Definition
What is a multilingual chatbot?A multilingual chatbot answers visitors in their own language. Chatdek's chat widget supports up to 16 languages, including right-to-left languages such as…Definition
What is a support ticketing system?A support ticketing system turns each customer request into a numbered ticket with a status, so nothing is lost and customers can ask where their request…Definition
What is a white label chatbot?A white label chatbot is a chat widget with the provider's branding removed so it appears as your own, or your client's, product. Agencies use it to offer…Definition
What is an AI chatbot?An AI chatbot is a chat window that understands a visitor's own words and writes an answer, instead of following a fixed menu. On a business website it…Definition
What is an AI receptionist?An AI receptionist is an AI chatbot with a receptionist's job: it greets visitors, answers common questions, books appointments, collects contact details and…Definition
What is an appointment booking chatbot?An appointment booking chatbot is a website chat that lets visitors choose a service and a free time and confirms the booking, following your opening hours…Definition
What is chatbot hallucination?A chatbot hallucination is a confident answer that is not true or not supported by the information the chatbot was given. Business chatbots reduce it by…Definition
What is conversational AI?Conversational AI is software that holds a back-and-forth conversation in natural language, by text or voice. Website chatbots and AI receptionists are…Definition
What is first response time?First response time is how long a visitor or customer waits for the first reply. For website enquiries it is a strong driver of whether the visitor stays, so…Definition
What is human handoff?Human handoff is the moment a chat passes from the AI to a person on your team. A good setup hands over when a visitor asks for a person, shows frustration…Definition
What is lead capture?Lead capture is collecting a visitor's contact details, such as name, email and phone, so your team can follow up. In a chat it can happen before the chat…Definition
What is live chat?Live chat is a website chat where a real person replies in real time. It feels personal but only works while someone is online, which is why many sites pair…Definition
What is retrieval-augmented generation (RAG)?Retrieval-augmented generation (RAG) is a technique where an AI first finds the relevant passages from your own information and then writes the answer from…Definition

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