Term/Acronym | Definition |
Account | A subsection of a client in the platform. Many clients will have one account, but sometimes, such as with subdivisions for homebuilders, a client can have a parent account and child accounts. |
Availability | When automatic user assignment is turned on, conversations in need of assignment will automatically be assigned to users who have marked themselves as available |
BDX | Builder's Digital Experience. A leading provider of digital marketing and sales solutions for the building industry. |
Bot IQ | A measurement for how smart a given chatbot is. See references for documentation on its calculation |
Bounce Rate | The proportion of website visitors that visit the first page on our website they are brought to, and then leave the website without seeing other pages. Lower is better. |
Callout | The small message bubble that appears with the chatbot launcher |
Campaign | A Conversational Engagement that is sent to multiple customers. |
CCPA | California Consumer Privacy Act. A bill (AB-375) meant to enhance privacy rights and consumer protection for residents of California. Becomes effective Jan 2020. |
Choice | See score |
CTR (Clickthrough Rate) | The percentage of people who see one of our ads and click on it |
Client Delight / Delight | Delight oversees the continuous improvement "Repeat" aspect of our methodology to ensure our clients are always getting more and more value from our programs ultimately delighting them with their decision to partner with us. |
Client Delivery / Deliver | Client Delivery executes our "Ready-Set-Go-Repeat" delivery methodology through soft launch, joint optimization with Client Delight, and hard launch. |
Completions | A metric in our platform. Represents the # of SalesRTX programs that were "completed", meaning that a score was given or skipped and context was provided or skipped. |
Context | A textual representation of why a customer provided a particular score/choice. |
Conversation | As of 06/21, one of two terms that can be used as a shortening of Conversational Engagement |
Conversational | A conversation that is started by a bot or potential customer involving the bot, a customer, and likely a user. Helping our clients engage with their customers using chatbots is the core service AtlasRTX performs. |
Conversion | When a customer completes a client's CTA, they convert from a potential customer to a lead for our client. This event is called a conversion. |
CRM (Customer Relationship Management) | Typically, CRM refers to software used to manage a business's customers. |
CSAT (Customer Satisfaction Survey) | A survey used to measure our client's satisfaction with the implementation process |
CTA (Call To Action) | An instruction to the customer, such as providing a link to click or a form to enter in their contact information, designed to encourage a response. |
Customer Journey | Used to map an external CRM’s stage to a program in our platform. |
Customer Label | The title of a field that will hold some customizable value about the conversation or customer. Customer Labels are defined account-wide, and the value in the field is defined per-customer. |
Delivered | A metric in our platform. The # of conversations that successfully are sent to the customer's phone #. |
Detractor | A response with a score/choice that is unfavorable is a detractor. |
Engagement | As of 06/21, one of two terms that can be used as a shortening of Conversational Engagement |
Entity | A qualifier of higher speceficity than the intent that helps discern what the customer wants. |
escalation | A conversation is flagged for escalation when a human response is needed. Depending on the chatbot and program, this can happen for a number of reasons. For example, if the bot determines that the prospective customer has a high potential to convert, the conversation may be flagged for escalation. Conversely, if the prospective customer uses language that indicates she or he is having a bad experience with the client, the conversation may be escalated.
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GA (Google Analytics) | A web analytics service offered by Google that tracks and reports website traffic. |
GDPR | General Data Protection Regulation. An EU law on data protection and privacy for citizens of the European Union (EU) and the European Economic Area (EEA). |
Impression | Each time a person sees the AtlasRTX launcher on a website, an impression occurs |
In Delivery | Taking a client from point of sale to product launch |
| When a feature is being developed, and is not generally available to people outside of the development team, the feature is "in development." |
Initiations | Applies to inbound SMS: How many customers text in to the bot. A metric displayed on dashboards in the platform. |
| A high-priority task that is added to the sprint after initial planning for the sprint. |
Intent | Intent refers to the goal the customer has in mind when typing in an individual utterance. Intent classification uses machine learning and NLP to automatically associate words or expressions with a particular intent. |
Intention | A client-facing term that describes the same concept as intent. Allows us to convey what our bot does to clients without going into implementation details. |
| A part of the lifecycle of a Conversational Engagement. When the customer engages with the bot in some way after the bot sends its first message (by sending a message, clicking a link, etc), an interaction has occurred. |
Invitations | A metric displayed on dashboards in our platform. Represents the # of outbound sms conversations started. |
Kiosk | An iPad or computer, typically in a model home or showroom, where customers can register with a client, and opt in in the process. |
KPI (Key Performance Indicator) | The most important numerical indicator of a team's performance. Must be specific and measurable. |
Label | The title of a field that will hold some customizable value about the conversation or customer. Labels are defined per-program, and the value in the field is defined per-customer. |
Launcher | The icon that a customer clicks on to inititate the chatbot on a website |
Live Chat Response / Canned Response | A quick-pick list of pre-made responses users can select from to send to a customer during a live chat |
Location | A subsection of an account. This could be specific pages in their website or physical locations such as a particular homebuilder community. |
MarketingRTX | The AtlasRTX service that engages with customers via a bot on the client's website. |
Meta tag | Pieces of information that live in a web page’s source code. We can utilize meta tags to give context to our web experiences. |
NHS | New Home Source. A BHI web property with new home listings from >1000 builders across the US. |
NLP | Natural Language Processing |
Open | Metric used only for MarketingRTX. When a user clicks the AtlasRTX launcher, the bot opens and sends a welcome message. At this point, an open has occured. |
OSC | Online Sales Counselor. A marketing or sales professional who responds to leads coming in through the internet. |
Page views | In a given time period, how many pages of the website were visited |
Pages/Session | The # of pages that the average visitor sees in a given session |
Passive | A response with a score/choice that is neither favorable nor unfavorable is a passive. |
Program | Conversation flow definition within the Atlas platform managed by Atlas employees |
Promoter | A response with a score/choice that is favorable is a promoter. |
Registered/ Unregistered bot | Registered bots ask for contact information prior to starting a conversation, unregistered bots do not. |
Response | A subset of interaction. When the customer responds with a textual message, it is a response. Other interactions exist, such as clicking a button or a link. |
Role | A property of a user that defines which programs the user has access to. |
RTX | Real Time Experience |
RTX Settings | The RTX Settings preferences is a JSON document that may contain any data relevant to the bot that uses it. |
RTX Context | Webchat settings containing information about the parent page or environment |
SalesRTX | The AtlasRTX service that engages with customers via SMS messaging with the intention of closing a sale. |
Score | A value provided by the client to define how well they felt an interaction went. Also can be known as choice depending on the type of value provided (1-10 would be "score", yes/no would be "choice") |
Segment | Applicable only to SMS conversations. Affects our cost and sending rate/speed. A message, when sent over SMS, will be broken up into multiple 160 character segments. Important for determining how long it takes to send a campaign. |
Sequence | A trigger to automatically launch a new conversation with the customer based on their current program. Two types: 1) upon program completion and a certain time period. 2) If an incomplete conversation is inactive for a certain time period. |
ServiceRTX | The AtlasRTX service that engages with customers via SMS messaging with the intention of servicing a customer after a sale has occured. |
Skill | The packaging of a bot with the intents, entities, and dialogue flow for a specific bot. Defines how Natural Language Processing will work for that bot. |
Smart Response (list type) | A list of responses a chatbot can give to customer messages. Can be manually created w/ regular expressions, or link to a predefined chatbot. |
SMS | Short Message Service. A text messaging service component of most telephone, Internet, and mobile device systems. It uses standardized communication protocols to enable mobile devices to exchange short text messages. |
Snippet | Javascript that powers the webchat on the client's website. |
SQL | Pronounced “SQL” or “Sequel”, a programming language designed for managing data held in a relational database management system, or for stream processing in a relational data stream management system. |
stage | A step in the customer journey. |
Static List | A list of customers for use in sending an outbound SMS campaign. Manually entered or uploaded from an Excel spreadsheet. |
Succeeded | A metric in our platform. Indicate that the bot has acheived its goal with the customer. A "parent" word that encompasses conversions and completions. |
Unique Visitors | The number of visitors to our website in a given period of time. Does not count the same visitor visiting multiple pages, or the same page multiple times. |
User | The employees of our clients who use our platform |
Utterance | The exact sentence, as it was input by the customer. In NLP, the utterance contains an intent |
Viewed | A metric displayed on dashboards in our platform. # of total customers who have seen the first message from the bot. A "Parent" that encompasses both opened and delivered. |
Visitations | Similar to impressions, but does not count the same potential customer visiting multiple pages (with the bot on it) or visiting the same page multiple times. |
xBR | Business Review on various cadences, e.g., weekly, monthly, or quarterly. |
The Atlas Glossary
A list of Atlas terms used
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Written by Luke SanAntonio
Updated this week