The AI customer support glossary.

Agentic AI is software that pursues a goal by planning its own steps, choosing tools, and acting across a multi-step task without a human approving each move. That's the shift from AI that answers to AI that does.

AI agent assist is software that helps human support agents resolve tickets faster by surfacing answers, drafting replies, and summarizing context in real time. The agent stays in control and approves every response.

AI resolution rate is the percentage of support conversations an AI agent resolves on its own, with no human handoff. You calculate it by dividing AI-resolved conversations by total AI-handled conversations, then multiplying by 100.

AI-to-human handoff is the point where an AI support agent transfers a conversation to a person, usually because the customer asked, the AI's confidence dropped, or the issue needs human judgment.

Grounded answers are responses an AI produces by pulling from a specific, verifiable source, like a document, a support ticket, or a database record, instead of generating text purely from patterns it learned during training. Grounding is what keeps an AI from filling a gap with a guess.