AI calling glossary for Indian businesses

An AI telecaller is an AI voice agent that does the work of a human telecaller: it dials leads or customers, follows a script,…

An AI voice agent is software that holds a spoken phone conversation to complete a task, such as qualifying a lead, confirming…

Barge-in is when a caller interrupts the AI while it is speaking, and the AI stops talking and listens.

Conversational AI is the family of technologies that let software hold natural back-and-forth conversations by text or voice,…

A knowledge base gives an AI agent your own documents to answer from; retrieval-augmented generation (RAG) is the technique…

Post-call analysis automatically extracts a summary, outcome and structured details from each call transcript.

Speech-to-text, also called automatic speech recognition (ASR), converts spoken audio into written text so software can…

Text-to-speech turns written text into spoken audio, the voice a caller hears from an AI voice agent.

Voice AI latency is the delay between a caller finishing a sentence and the AI starting its reply.

A voice bot is an automated system that talks to callers; older voice bots follow fixed scripts and keywords, newer ones use…

Voice cloning creates a synthetic voice that sounds like a specific real person, built from recordings of their speech.

Voicemail detection recognises when an outbound call has reached an answering machine instead of a person, so the system can…

Average handle time is the average length of a call from start to finish, including any follow-up work.

A call disposition is the recorded outcome of a call, such as interested, call back later, not interested, wrong number or…

Connect rate is the share of dialled calls that reach a live person.

Inbound calling is when customers phone a business, for support, bookings or enquiries, and the business answers.

IVR is a phone system that lets callers navigate a menu by pressing keys or saying short commands, such as "Press 1 for sales".

Outbound calling is when a business phones its leads or customers, as opposed to waiting for them to call in.

A predictive dialer automatically dials many numbers at once and connects an answered call to a free human agent, using a…

A SIP trunk is an internet-based connection that carries voice calls between a company's phone system and the public telephone…

A warm transfer hands a live call from the AI to a human while briefing the human first, so the caller does not have to repeat…

Code-switching is when a speaker moves between two or more languages during a conversation, common across India.

Hinglish is the everyday mix of Hindi and English used in India, often switching language within a single sentence.

Lead qualification is the process of checking whether a lead is a good fit and ready to buy, usually by asking a few key…

Speed to lead is how quickly a business contacts a new enquiry after it arrives, and research consistently finds that faster…

A COD confirmation call phones a cash-on-delivery customer after they place an order to confirm the order, address and intent…

140-series numbers are the range TRAI designates for promotional telemarketing calls.

160-series numbers are the number range TRAI assigns to businesses for service and transactional calls, so customers can…

Call recording consent is the caller's agreement to have a call recorded, usually obtained by telling them at the start of the…

Under TRAI's rules, promotional calls in India may only be made between 9 AM and 9 PM.

Consent for AI calls means holding a record that the person agreed to be contacted, for the purpose you are calling about.

Data residency is the requirement or choice to store data inside a particular country, here India.

DLT registration is the mandatory enrolment of a business, its sender headers and its message templates on a TRAI-approved…

The DND registry is India's national list of customers who have chosen not to receive promotional calls and messages.

The Digital Personal Data Protection Act, 2023 is India's data-protection law, setting rules for how organisations collect,…

TCCCPR, the Telecom Commercial Communications Customer Preference Regulations 2018, is TRAI's rulebook for commercial calls…

TRAI is India's telecom regulator; it sets the rules for commercial calls and messages, including who may call, from which…

A CRM integration connects your calling platform to your customer-relationship software so leads flow in and call outcomes…

A webhook is an automatic message one system sends to another over the web when something happens, such as a call finishing.

The WhatsApp Business API lets companies send and receive WhatsApp messages at scale through approved providers, using…