Your go-to resource for AI & customer service fundamentals

Customer support is under pressure from rising volumes, higher costs, and frustrated customers. Traditional chatbots break down beyond basic FAQs, but AI virtual agents use natural language understanding and generative AI to resolve complex issues, retain context, and take real actions. As adoption accelerates, AI virtual agents are becoming core infrastructure for scalable, cost-efficient customer service.

Customer service ROI connects what organizations invest in support which is the people, technology, and processes to measurable business outcomes like retained revenue, expansion, and operational savings. Customer service (Return On Investment) measures the business impact of support operations relative to their cost.

Understand how to improve CSAT step by step, from what drives the score to turning customer feedback into meaningful operational change that customers can feel.

This glossary covers 100+ essential metrics, concepts, roles, tools, and frameworks organized alphabetically for quick reference.

Conversational AI refers to technologies such as chatbots or voice agents that understand, process, and respond to human language naturally, enabling enterprises to automate and elevate customer engagement.

Parloa delivers the full platform to design, test, deploy, monitor, and continuously improve those agents optimized for high-volume customer service where reliability and compliance matter.

This FAQ breaks down the fundamentals of using AI agents in customer service, from what it is and how it works to use cases, benefits, risks, and implementation best practices. It is designed for CX leaders, contact center owners, and operations teams who want a clear, non‑technical overview.

Using modern conversational AI agents not only to cut cost, but to create emotionally resonant, low‑effort experiences that compound into loyalty, advocacy, and revenue over time.