Glossary
The language of AI at work
Plain definitions for the terms people use when AI moves from answering questions to doing work.
Agentic workflow
An agentic workflow is a process in which AI decides some of the steps itself, such as how to read a request or what to write, inside a structure a person has designed.
AI agent
An AI agent is software that uses a language model to decide which steps to take and which tools to call in order to complete a goal.
AI employee
An AI employee is AI software set up as a member of staff, with a defined role, tools, working hours and a manager who approves sensitive actions.
AI receptionist
An AI receptionist is an AI employee that greets enquiries, answers common questions and books appointments for a business.
AI SDR
An AI SDR is an AI employee that does the work of a sales development representative: researching, qualifying and starting conversations with new leads.
AI staff
AI staff are a group of AI employees that work for a company, each with a role, and that can work together as a team.
Approval workflow
An approval workflow routes an action to a named person, who must approve it before it is carried out.
Handoff
A handoff is the moment one worker, human or AI, passes a task to another along with the context needed to continue it.
Hours allowance
An hours allowance is the number of working hours included in an AI employee's monthly salary.
Human-in-the-loop
Human-in-the-loop means a person reviews or approves an AI system's work at defined points before it takes effect.
Knowledge base
A knowledge base is the set of documents and facts an AI employee answers from, such as prices, policies, FAQs and product details.
No-code AI agent builder
A no-code AI agent builder is a visual tool for designing what an AI does, step by step, without writing code.
Work log
A work log is a complete, time-stamped record of what an AI employee read, decided, wrote and sent.
Workflow automation
Workflow automation is the use of software to carry out a sequence of business steps, such as collecting data, deciding and sending, without someone doing each step by hand.
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