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A Voice Agent is a conversational interface that can interact with your customers over the phone, just like a human would. Agents can answer questions, provide information, and even take actions on your behalf.
Large Language Model
A Large Language Model is a type of machine learning model that is trained on a massive amount of text data. These models are capable of generating human-like text, and are used in a variety of applications including chatbots, translation, and voice agents (learn more). Common providers of large language models include OpenAI, Anthropic, Meta, Groq, and Google.
TTS
TTS stands for Text-to-Speech, a technology that converts written text into spoken words. TTS is used in a variety of applications including voice agents, audiobooks, and accessibility tools. Common TTS providers include ElevenLabs, Cartesia, and Google.
STT
STT stands for Speech-to-Text, a technology that converts spoken words into written text. STT is used in a variety of applications including voice agents, transcription, and accessibility tools. Common STT providers include Deepgram, Gladia, AssemblyAI, and Google.
Decision Tree
A Decision Tree is a flowchart-like structure that represents a series of decisions and their possible consequences. Decision trees are used in a variety of applications including machine learning, game theory, and business analysis. In the context of Voice Agents, decision trees are used to model the conversation flow and logic of the agent.
Happy Path
The Happy Path is the ideal sequence of events that leads to a successful outcome. In the context of Thoughtly’s Voice Agents, the Happy Path represents the most direct and efficient way for the Agent to achieve its goal. By designing the conversation flow to follow the Happy Path, you can ensure that callers have a positive experience and achieve their desired outcome quickly and easily.
RAG (Retrieval-Augmented Generation)
RAG (Retrieval-Augmented Generation) is an AI framework that combines the strengths of traditional information retrieval systems (such as databases) with the capabilities of generative large language models (LLMs). By combining this extra knowledge with its own language skills, the AI can write text that is more accurate, up-to-date, and relevant to your specific needs.
Thoughtly provides a powerful, yet easy-to-use RAG system called Genius.
Screen Pop
A Screen Pop is a feature that automatically displays relevant information on a computer screen when a call is received. Screen pops are commonly used in call centers and customer service applications to provide agents with the information they need to assist callers quickly and efficiently.
Carrier
A Carrier is a telecommunications company that provides phone services, including voice calls and SMS messaging. Common carriers integrated with Thoughtly include Twilio and Telnyx. See BYOC for more information.
CRM
A CRM (Customer Relationship Management) system is software that helps businesses manage interactions with customers and potential customers. CRMs store contact information, track communications, and manage sales pipelines. Thoughtly integrates with popular CRMs like Salesforce, HubSpot, and Zoho.
Workflow
A Workflow is a series of automated steps that accomplish a specific task or process. In Thoughtly, Automations allow you to create workflows that trigger calls, update records, and integrate with other systems.
Variable
A Variable is a named value that stores information during a conversation or automation. Agent Variables capture data from caller responses, while automation variables pass data between steps in workflows.
Transcript
A Transcript is a text record of a voice conversation. Thoughtly automatically generates transcripts of all calls, which can be used for quality assurance, training, and integration with other systems.
PII
PII (Personally Identifiable Information) refers to any data that could potentially identify a specific individual. Examples include names, phone numbers, email addresses, social security numbers, and addresses. Handle PII carefully and only collect what’s necessary.
Dead End
A Dead End occurs when a conversation flow reaches a node with no valid outcomes or next steps, causing the agent to become stuck. Always ensure nodes have appropriate Outcomes defined, including Else/Default paths.
Happy Path
The Happy Path is the ideal sequence of events that leads to a successful outcome. In the context of Thoughtly’s Voice Agents, the Happy Path represents the most direct and efficient way for the Agent to achieve its goal. By designing the conversation flow to follow the Happy Path, you can ensure that callers have a positive experience and achieve their desired outcome quickly and easily.
OAuth
OAuth is an authentication standard that allows applications to access other services on your behalf without sharing passwords. Many Thoughtly integrations use OAuth to securely connect to platforms like Google, Salesforce, and HubSpot.
Twilio
Twilio is a cloud communications platform that provides APIs for voice, messaging, and other communication channels. Thoughtly supports importing phone numbers from Twilio via BYOC.
Telnyx
Telnyx is a telecommunications provider offering voice, messaging, and connectivity services. Thoughtly supports importing phone numbers from Telnyx via BYOC.
Hallucination
Hallucination in AI refers to when a language model generates information that sounds plausible but is actually incorrect or not grounded in the provided data. Use Genius with well-structured content to reduce hallucinations in your voice agents.
AI Voice
AI Voice refers to artificially generated speech that sounds natural and human-like. Thoughtly uses advanced text-to-speech models from providers like ElevenLabs and Cartesia to generate realistic voice output. See Voice Marketplace to explore available voices. 
