Glossary
AI automation terms operators should know
Short, practical definitions for the concepts behind agentic operations and business workflow automation.
Agentic Ops
Agentic ops is an operating model where AI agents coordinate repeatable business workflows across tools, teams, and customer touchpoints with clear human oversight.
AI Agent
An AI agent is a software system that uses language models, tools, memory, and workflow rules to complete tasks or prepare actions on behalf of a team.
Human-in-the-Loop AI
Human-in-the-loop AI keeps people involved at key review points before an automated system takes actions that are sensitive, high-risk, or hard to reverse.
Retrieval-Augmented Generation
Retrieval-augmented generation, or RAG, grounds AI responses in retrieved documents, policies, FAQs, or knowledge-base entries before generating an answer.
Workflow Automation
Workflow automation connects triggers, decisions, tools, and handoffs so repeatable business processes happen with less manual coordination.
AI Dispatch
AI dispatch uses agents to collect service requests, structure job details, route work to the right team, and send customer or staff updates.
Tool Calling
Tool calling lets an AI model invoke approved functions or APIs, such as searching a knowledge base, creating a task, updating a CRM, or sending a message.
Voice Agent
A voice agent is an AI agent that can understand spoken requests, collect structured information, and complete or route tasks through a voice interface.
AI Lead Follow-Up
AI lead follow-up uses agents to respond to new inquiries, qualify interest, answer common questions, schedule next steps, and update sales records.