Feather’s AI glossary

The language of AI is evolving fast. This glossary covers the essential terms every team needs to understand modern AI-powered customer experience.

A

B

C

D

E

F

G

H

I

J

K

L

M

N

O

P

Q

R

S

T

U

V

W

X

Z

A

Agent Operating Procedure (AOP)

A

Agent Operating Procedure (AOP)

A

Agent Operating Procedure (AOP)

B

B

B

C

Conversational AI

Customer Service Automation

C

Conversational AI

Customer Service Automation

C

Conversational AI

Customer Service Automation

D

D

D

E

Evaluation (Eval)

E

Evaluation (Eval)

E

Evaluation (Eval)

F

First Contact Resolution

F

First Contact Resolution

F

First Contact Resolution

G

G

G

H

Human-in-the-Loop

H

Human-in-the-Loop

H

Human-in-the-Loop

I

I

I

J

J

J

K

K

K

L

LLM (Large Language Model)

L

LLM (Large Language Model)

L

LLM (Large Language Model)

M

MCP (Model Context Protocol)

M

MCP (Model Context Protocol)

M

MCP (Model Context Protocol)

N

Natural Language Processing (NLP)

Natural Language Understanding (NLU)

Net Promoter Score (NPS)

N

Natural Language Processing (NLP)

Natural Language Understanding (NLU)

Net Promoter Score (NPS)

N

Natural Language Processing (NLP)

Natural Language Understanding (NLU)

Net Promoter Score (NPS)

o

o

o

P

Prompt Injection Defense

P

Prompt Injection Defense

P

Prompt Injection Defense

Q

Quality Assurance (QA)

Q

Quality Assurance (QA)

Q

Quality Assurance (QA)

R

RAG (Retrieval-Augmented Generation)

R

RAG (Retrieval-Augmented Generation)

R

RAG (Retrieval-Augmented Generation)

S

Supervisor / Swarm

S

Supervisor / Swarm

S

Supervisor / Swarm

T

Time to Resolution

T

Time to Resolution

T

Time to Resolution

U

U

U

V

V

V

W

W

W

X

XAI (Explainable AI)

X

XAI (Explainable AI)

X

XAI (Explainable AI)

Z

Zero Data Retention

Z

Zero Data Retention

Z

Zero Data Retention

2026 Feather Financial Inc. All Rights Reserved.

2026 Feather Financial Inc. All Rights Reserved.

2026 Feather Financial Inc. All Rights Reserved.