CallBolt glossary

The terms

Every definition on the site, from the manifest.

• AI voice agent

  An AI voice agent holds spoken phone conversations and completes the caller's request in your systems. The definition, how it works, and how Sky does it.

• AI receptionist

  An AI receptionist answers your business phone like a front desk: greets callers, books appointments, answers questions, transfers urgent calls.

• AI answering service

  An AI answering service answers your business phone with software instead of a staffed call desk, and completes the caller's request during the call.

• AI phone agent

  An AI phone agent answers and places phone calls for your business, holding natural conversations and completing the task on each call.

• IVR

  IVR is the phone menu that routes calls with recordings and keypad tones. What it is, why callers dislike it, and what replaces it.

• Conversational AI

  Conversational AI holds natural-language conversations using language models instead of scripts. The definition and how Sky does it on calls and tickets.

• Outbound calling

  Outbound calling is placing calls to your own customers and leads: reminders, confirmations, follow-ups and win-backs. The definition and how Sky runs it.

• Warm transfer

  A warm transfer hands a call to a human with the context already delivered, so the caller never repeats themselves. The definition and how Sky does it.

• Call deflection

  Call deflection moves routine contacts off the human queue by resolving them earlier. Done well it means resolved, not refused. The definition inside.

• First-call resolution

  First-call resolution is the share of requests fully resolved in the first contact. The definition, why it matters, and how Sky is built for it.

• Virtual receptionist

  A virtual receptionist answers your phone from off-site, either a remote human service or software. The definition, the AI difference, and how Sky does it.

• Human-in-the-loop

  Human-in-the-loop is the design where software does the routine work and a person owns the judgment calls. The definition and how Sky does it.

• Proactive outreach

  Proactive outreach is contacting customers before they contact you: reminders, quote follow-ups, win-backs. The definition and how Sky runs it.

• Omnichannel support

  Omnichannel support is one customer conversation coherent across channels: the call, the ticket and the chat all know what the others said.

• AI guardrails

  AI guardrails are the rules that bound what an agent may say and do: identity checks, tool allowances, gated money actions, audit trails.

Frequently asked questions