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Glossary of AI agent terms
A plain-language reference for the terms behind AI agents and voice AI — what they mean and how they apply to running a business with Jelliu.
- AI agent
- Software that holds a goal-directed conversation with a person — over voice, chat, or messaging — and takes actions like qualifying a lead, booking an appointment, or answering a question, without a human running each step.
- AI voice agent
- An AI agent that talks on phone or web calls in natural, spoken language, understanding the caller and responding in real time with a human-grade voice.
- Conversational AI
- The broad field of systems that understand and generate natural language to converse with people. Jelliu applies conversational AI to business operations — sales, support, scheduling, and collections.
- Omnichannel
- Operating across multiple communication channels — voice, WhatsApp, email, web chat — with a single shared conversation context, so a customer can move between channels without repeating themselves.
- Speech-to-speech
- A voice pipeline where spoken input is understood and a spoken reply is produced with minimal delay, enabling natural, low-latency back-and-forth instead of stilted turn-taking.
- Latency
- The delay between a person finishing speaking and the agent responding. Low latency is what makes a voice agent feel natural rather than robotic.
- Outbound campaign
- A batch of proactive calls or messages an agent makes to a contact list — for prospecting, follow-ups, reminders, renewals, or cart recovery — with pacing, retries, and scheduling managed for you.
- Inbound agent
- An agent that answers incoming calls and messages — handling support, FAQs, routing, and booking — available 24/7 with no hold queue.
- Speed-to-lead
- How fast a new lead is contacted after they show interest. Conversion drops sharply with delay, so AI agents that respond within seconds materially improve results.
- Lead qualification
- Determining whether and how well a prospect fits — budget, need, timeline, authority — so human reps spend time only on ready, high-intent contacts.
- Warm handoff
- Transferring a conversation from an AI agent to a human with full context — who the person is and what was discussed — so the human continues seamlessly instead of starting over.
- Sentiment analysis
- Automatically scoring the emotional tone of a conversation (positive, neutral, negative). Jelliu scores sentiment in real time so teams can spot at-risk calls as they happen.
- Concurrency
- The number of conversations an agent can handle at the same time. A single Jelliu agent handles 25+ concurrent calls, and capacity can scale in seconds.
- No-code
- Building and launching software — here, AI agents and campaigns — through a visual interface, with no programming required. Jelliu is no-code, with an optional API for deeper integration.
- Knowledge base
- The documents and facts an agent draws on to answer accurately — products, policies, FAQs. Grounding answers in a knowledge base keeps responses correct and on-brand.
- CRM integration
- Connecting the agent to your customer system so contacts, conversations, and outcomes flow in and out automatically. Jelliu offers native CRM integrations, a REST API, webhooks, and 1,400+ apps via Zapier and MCP.
- TCPA compliance
- Adhering to U.S. rules governing automated calls and texts — consent, calling-hour windows, opt-outs. Jelliu is built to support TCPA-aligned, auditable calling and messaging workflows.
- BPO (Business Process Outsourcing)
- Contracting a third party to run operations like a contact center. AI agents let BPOs scale capacity instantly, cover more languages, and keep humans on complex, high-value work.
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