Glossary
Clear definitions for the terms we use across AI agents, automation, and implementation.
AI Agent
A goal-driven system that can take actions (not just chat) using tools, rules, and approved knowledge.
Automation
A repeatable workflow that moves work from humans to systems (with monitoring and escalation).
Grounding
Restricting responses to verified sources (your docs, CRM, policies) to reduce hallucinations.
Human Handoff
A controlled escalation path where the agent transfers context, history, and intent to a person.