# Glossary

List of most common words in alphabetical order:

<table data-header-hidden><thead><tr><th width="183">TERM</th><th>DEFINITION</th></tr></thead><tbody><tr><td><mark style="color:blue;"><strong>TERM</strong></mark></td><td><mark style="color:blue;"><strong>DEFINITION</strong></mark></td></tr><tr><td><strong>Admin</strong></td><td>Profile with access to all Syntphony CAI resources</td></tr><tr><td><strong>Agent Template</strong></td><td>Pre-built and ready-to-use framework templates that can be adjusted to different use-cases.</td></tr><tr><td><strong>API</strong></td><td>Application programming interface, a communication protocol that helps different apps communicate with each other.</td></tr><tr><td><strong>Automated tests</strong></td><td>Process of making sure that a virtual agent answers an intent within expected parameters.</td></tr><tr><td><strong>Bulk training</strong></td><td>Massive import of intents to a virtual agent knowledge base or examples/utterances to an intent.</td></tr><tr><td><strong>Channel</strong></td><td>Platform where the virtual agent interacts with users. </td></tr><tr><td><strong>Cell</strong></td><td>Visual flow element that makes it easier to use the Workspace interface and to create and manage your virtual agent. </td></tr><tr><td><strong>Cockpit</strong></td><td>Name of the space that hosts all Syntphony CAI resources. </td></tr><tr><td><strong>Cognitive engine</strong></td><td>Software that processes human natural language. </td></tr><tr><td><strong>CTA</strong></td><td>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”.</td></tr><tr><td><strong>Dashboard</strong></td><td>Feature in Cockpit where Admins and Editors can check the virtual agent’s performance through provided metrics.</td></tr><tr><td><strong>Disambiguation</strong></td><td>Resource used when building the knowledge base that removes possible ambiguities or requests help from the user to complement their interaction. </td></tr><tr><td><strong>Dialog Manager</strong></td><td>Main feature in Syntphony CAI, it's the workspace where you can create dialogs and build your virtual agent knowledge base. </td></tr><tr><td><strong>Editor</strong></td><td>Profile that can access all resources, except create, edit and delete users and virtual agents.</td></tr><tr><td><strong>Entity</strong></td><td>User interaction, usually associated with an adjective, noun, product, services, etc., that can modify or complement the Intent. </td></tr><tr><td><strong>EVG</strong></td><td>Our Voice Gateway to connect your virtual agent to a contact center or other voice channels.</td></tr><tr><td><strong>Evaluable Answer</strong></td><td>Answer that can be evaluated by the user. </td></tr><tr><td><strong>Fallback</strong></td><td>Series of backup actions triggered when the system fails to handle a  request effectively.</td></tr><tr><td><strong>Generative AI</strong></td><td>AI system capable of generating multimedia content in response to prompts in a common language.</td></tr><tr><td><strong>Handoff</strong></td><td>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. </td></tr><tr><td><strong>Integration</strong></td><td>Syntphony CAI allows integration with different cognitive engines, like Syntphony NLP (NTT DATA), Watson (IBM), Dialogflow (Google), Luis (Microsoft), and others. </td></tr><tr><td><strong>Intent</strong></td><td>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. </td></tr><tr><td><strong>Knowledge AI</strong></td><td>Feature that interprets users’ questions and generate context-sensitive answers from documents uploaded to the platform.</td></tr><tr><td><strong>Knowledge Base</strong></td><td>The sum of all flows, intents, answers, services and trainings in a virtual agentt. </td></tr><tr><td><strong>LLM</strong></td><td>Large Language Model, machine learning models that can comprehend and generate human language content based on a large pre-trained data set.</td></tr><tr><td><strong>Masking</strong></td><td>Process of obscuring or replacing sensitive personal data to protect individuals' privacy</td></tr><tr><td><strong>Metrics</strong></td><td>Measure of a data to manage or analyze the virtual agent’s performance. </td></tr><tr><td><strong>Not Expected</strong> </td><td>A fallback answer that works as a flow when the virtual agent doesn’t understand the user’s context. </td></tr><tr><td><strong>Parameter</strong></td><td>Value added to configure software behavior. </td></tr><tr><td><strong>Property</strong></td><td>A JSON code used in the technical text field used as <a href="broken-reference">commands </a>in voice agents </td></tr><tr><td><strong>Repository</strong></td><td>The place where intents, answers, services, flows and trainings are stored. </td></tr><tr><td><strong>Request</strong></td><td>A request/report from the customer via Support page (Jira).</td></tr><tr><td><strong>SSML</strong></td><td>Stands for Speech Synthesis Markup Language, a XML-based markup language that provides annotations for speech synthesis applications. </td></tr><tr><td><strong>Syntphony CAI</strong></td><td>Syntphony Conversational AI (Syntphony CAI) is an enterprise conversational AI platform for creating and managing virtual agents.</td></tr><tr><td><strong>Syntphony NLP</strong></td><td>NTT DATA proprietary Natural Language Processing (NLP) engine. </td></tr><tr><td><strong>Ticket</strong></td><td>Number assigned to each request. It helps you track updates on the workflow.</td></tr><tr><td><strong>Tokens</strong></td><td>Group of characters representing a unit of text, roughly 3-5 characters long, but its exact length may vary.</td></tr><tr><td><strong>Training</strong></td><td>Name of the process that allows the virtual agent to learn to interpret user inputs; intent classification. </td></tr><tr><td><strong>Transactional Answer</strong></td><td>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.</td></tr><tr><td><strong>User</strong></td><td>The person who is talking to the virtual agent. </td></tr><tr><td><strong>Utterance</strong> <br><strong>Example</strong></td><td>A sentence the user would say during a conversation with the virtual agent. It is the most important component of an intent. </td></tr><tr><td><strong>Variants</strong></td><td>Different ways user may ask for a subject that is part of a specific document in Automated Learning knowledge base.</td></tr><tr><td><strong>Virtual Agent</strong></td><td>A virtual agent capable of understanding human speech and to respond accordingly. </td></tr><tr><td><strong>Webhook</strong></td><td>A way of receiving information between two applications.</td></tr><tr><td><strong>Welcome Message</strong></td><td>The first message the virtual agent sends to start off chatbot-human interaction. It is an answer cell and works as a unique flow. </td></tr><tr><td><strong>Workspace</strong></td><td>Where you can visualize and design flows.</td></tr></tbody></table>