Glossary

Glossary

List of most common words in alphabetical order

TERM	DEFINITION
Admin	Profile with access to all Syntphony CAI resources
Agent Template	Pre-built and ready-to-use framework templates that can be adjusted to different use-cases.
API	Application programming interface, a communication protocol that helps different apps communicate with each other.
Automated tests	Process of making sure that a virtual agent answers an intent within expected parameters.
Bulk training	Massive import of intents to a virtual agent knowledge base or examples/utterances to an intent.
Channel	Platform where the virtual agent interacts with users.
Cell	Visual flow element that makes it easier to use the Workspace interface and to create and manage your virtual agent.
Cockpit	Name of the space that hosts all Syntphony CAI resources.
Cognitive engine	Software that processes human natural language.
CTA	Call to action. These are links or buttons on a page that encourage users to take a specific action. Sometimes it comes as an email form and a button with texts like “Subscribe”.
Dashboard	Feature in Cockpit where Admins and Editors can check the virtual agent’s performance through provided metrics.
Disambiguation	Resource used when building the knowledge base that removes possible ambiguities or requests help from the user to complement their interaction.
Dialog Manager	Main feature in Syntphony CAI, it's the workspace where you can create dialogs and build your virtual agent knowledge base.
Editor	Profile that can access all resources, except create, edit and delete users and virtual agents.
Entity	User interaction, usually associated with an adjective, noun, product, services, etc., that can modify or complement the Intent.
EVG	Our Voice Gateway to connect your virtual agent to a contact center or other voice channels.
Evaluable Answer	Answer that can be evaluated by the user.
Fallback	Series of backup actions triggered when the system fails to handle a request effectively.
Generative AI	AI system capable of generating multimedia content in response to prompts in a common language.
Handoff	Process when a human agent takes over the conversation, usually because the virtual agent doesn't understand the user, or the issue is not yet in the knowledge base.
Integration	Syntphony CAI allows integration with different cognitive engines, like Syntphony NLP (NTT DATA), Watson (IBM), Dialogflow (Google), Luis (Microsoft), and others.
Intent	What the user has in mind when asking a question; represents its main purpose. Identifying these intents is critical to a virtual agent success for it’ll start the conversation.
Knowledge AI	Feature that interprets users’ questions and generate context-sensitive answers from documents uploaded to the platform.
Knowledge Base	The sum of all flows, intents, answers, services and trainings in a virtual agentt.
LLM	Large Language Model, machine learning models that can comprehend and generate human language content based on a large pre-trained data set.
Masking	Process of obscuring or replacing sensitive personal data to protect individuals' privacy
Metrics	Measure of a data to manage or analyze the virtual agent’s performance.
Not Expected	A fallback answer that works as a flow when the virtual agent doesn’t understand the user’s context.
Parameter	Value added to configure software behavior.
Property	A JSON code used in the technical text field used as commands in voice agents
Repository	The place where intents, answers, services, flows and trainings are stored.
Request	A request/report from the customer via Support page (Jira).
SSML	Stands for Speech Synthesis Markup Language, a XML-based markup language that provides annotations for speech synthesis applications.
Syntphony CAI	Syntphony Conversational AI (Syntphony CAI) is an enterprise conversational AI platform for creating and managing virtual agents.
Syntphony NLP	NTT DATA proprietary Natural Language Processing (NLP) engine.
Ticket	Number assigned to each request. It helps you track updates on the workflow.
Tokens	Group of characters representing a unit of text, roughly 3-5 characters long, but its exact length may vary.
Training	Name of the process that allows the virtual agent to learn to interpret user inputs; intent classification.
Transactional Answer	Answer that must be connected to an external API (depends on external sources). Your virtual agent will have to look elsewhere to answer your user and you have to show where.
User	The person who is talking to the virtual agent.
Utterance Example	A sentence the user would say during a conversation with the virtual agent. It is the most important component of an intent.
Variants	Different ways user may ask for a subject that is part of a specific document in Automated Learning knowledge base.
Virtual Agent	A virtual agent capable of understanding human speech and to respond accordingly.
Webhook	A way of receiving information between two applications.
Welcome Message	The first message the virtual agent sends to start off chatbot-human interaction. It is an answer cell and works as a unique flow.
Workspace	Where you can visualize and design flows.