Voice Agent
Conversational interfaces that interact with customers over the phone
Large Language Model
Machine learning models trained on massive text data
TTS
Text-to-Speech technology
STT
Speech-to-Text technology
Decision Tree
Flowchart-like conversation structures
Happy Path
The ideal conversation flow sequence
RAG
Retrieval-Augmented Generation
Screen Pop
Automatic display of caller information
Carrier
Telecommunications service providers
CRM
Customer Relationship Management systems
Workflow
Automated step-by-step processes
Variable
Named values that store conversation data
Transcript
Text records of voice conversations
PII
Personally Identifiable Information
Dead End
Conversation nodes with no valid next steps
OAuth
Authentication standard for secure integrations
Twilio
Cloud communications platform
Telnyx
Telecommunications provider
Hallucination
When AI generates plausible but incorrect information
AI Voice
Artificially generated natural-sounding speech