Articles · 22 articles
Glossary: call centre, telephony and voice AI terms
Call centre, telephony and voice AI terms in plain words: IVR, SIP, PBX, CRM, AHT, FCR, ASR, TTS, webhooks, APIs and more. Each entry gives a short definition, an example from a Tashkent business and how it relates to Sado AI.
- 5 min read
What is IVR, how a “press 1” phone menu works and how an AI voice operator differs
IVR is a phone menu that plays a recording and routes callers by key presses. How it works, where it fails callers and how an AI voice operator is different.
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What is SIP in plain words: a Tashkent furniture store example and how an AI operator connects to it
SIP is the protocol that carries phone calls over the internet: your number stays and several calls fit at once. A Tashkent example and AI operators on SIP.
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What is a PBX: extensions, ring groups and how it works together with an AI voice operator
A PBX takes calls to a company number and hands them to staff extensions. The types of PBX, a car service example and how it works together with an AI operator.
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What is a CRM and why does a business need one: a plain definition, a Tashkent example and AI calls
A CRM is software that keeps customers, calls and deals in one place. How it beats a notebook, a kitchen workshop example and how an AI operator fills the CRM.
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What is a sales lead: types of leads and how an AI operator calls a new lead right after the form
A lead is someone who showed interest and left a number. Cold, warm and hot leads, a language centre example and how an AI operator calls new leads at once.
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What is conversion rate: the formula, a flower shop example and how phone calls change your conversion
Conversion rate is the share of people who took the target action, like callers who ordered. The formula, a flower shop example and what an AI operator changes.
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What is AHT: the average handle time formula, a cafe example and what AHT means for an AI operator
AHT is the average time one call takes: talk, hold and after-call work. The formula, a Tashkent cafe example and what AHT means when an AI operator takes calls.
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What is FCR: solving the issue on the first call, how to measure it and FCR with an AI operator
FCR is the share of calls where the caller’s issue is solved the first time. The formula, a Tashkent cleaning service example and what an AI operator changes.
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What is an SLA: call centre service level, the 80/20 rule, a courier example and SLAs with an AI operator
An SLA is a service level agreement: for example, 80% of calls answered within 20 seconds. The formula, a Tashkent courier example and SLAs with an AI operator.
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What is ASR: speech recognition in plain words, why phone calls are hard and its role in an AI operator
ASR is technology that turns speech into text automatically. Where it slips on phone calls, a restaurant booking example and how ASR works in an AI operator.
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What is TTS: text-to-speech in plain words, how it differs from a recorded voice and its role in AI calls
TTS is technology that reads written text aloud in a synthetic voice. How it differs from a recording, reading prices right, a housing example and AI voices.
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What is an LLM, how a large language model works and how an AI voice operator uses it
An LLM is a large language model that understands a sentence and writes a reply. What it knows, what it doesn’t, and how an AI voice operator uses it on calls.
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What is a voicebot, what types exist and which one works for business calls
A voicebot is a program that talks with people on the phone. Three types: autodialer, scripted bot and AI voice operator. What each one is good for.
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What is a webhook and how does it work: how call results reach your system by themselves
A webhook is a message one program sends another by itself the moment something happens. How it works, how it differs from an API, how call results reach you.
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What is an API, in plain words, and how to send leads to an AI voice operator by API
An API is a set of rules one program uses to ask another for work or data. Everyday examples, what an API key is, and sending leads to an AI operator by API.
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What is CTI, how phones connect to a CRM and what an AI voice operator adds
CTI links your phones to computer software, usually a CRM: a customer card pops up on a call and the recording lands in the CRM. What an AI voice operator adds.
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What is a predictive dialer, how auto dialing works and how an AI voice operator differs
A predictive dialer guesses when operators will be free and dials several numbers at once. How it works, where it loses customers, how an AI operator differs.
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What is call tracking and how do you know which ads bring calls and orders
Call tracking shows where a call came from by giving each ad its own number. Static vs dynamic, a worked example by channel, and where an AI operator fits in.
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What is omnichannel and how to see a customer on phone, Telegram and Instagram as one person
Omnichannel means a customer’s calls, Telegram and Instagram chats sit in one card. How it differs from multichannel, an example, and where the phone fits in.
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What is a callback, what kinds exist and how to never forget to call back
A callback is when a company calls the customer back: a website form, leaving a queue, a missed call or an agreed time. Rules that work, plus a sample call.
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What is VoIP, how a call over the internet works and what it gives a business number
VoIP carries phone calls over the internet. How it differs from a plain line, what it gives a business and how an AI operator connects to your number by SIP.
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What is call abandon rate and how do you calculate and lower it
Abandon rate is the share of callers who hang up before an operator answers. The formula, a worked example, why people don’t wait and how to bring it down.
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