Knowledge hub
Notes on AI agents and contact-center conversations
These pages define terms used on the site. They are not product claims and they are not customer stories.
August 17, 2026
What an AI agent management platform is
An AI agent management platform is software for designing a conversational agent, trying it in a test, attaching it to a channel such as voice or chat, and reading the conversations afterward. It is a lifecycle tool, not a single chatbot widget.
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August 17, 2026
Voice, chat, and messaging as channels
A channel is the path a customer uses to talk to a company. Voice is a phone call. Chat is a typed thread on a site or app. Messaging is SMS or a similar thread. The same agent design can be attached to more than one channel.
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August 17, 2026
Design, test, and review
Design is writing what the agent may say and which tools it may use. Test is running sample conversations against that design. Review is reading real or simulated transcripts and changing the design. Those three steps are the loop this site is organized around.
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August 17, 2026
What a contact-center conversation is
A contact-center conversation is a customer asking a company to look something up, change something, or explain something — an order, a claim, a bill, a booking. This site groups those conversations by industry so the product areas are easier to find. It does not treat those groups as completed projects.
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