Glossary

An AI-powered virtual assistant that handles customer enquiries and scheduling on behalf of your business 24/7, answering questions from your own knowledge base, capturing leads, booking appointments, and escalating complex issues to your team — without requiring coding or expensive setup.

A virtual receptionist is an AI assistant that answers customer enquiries, captures contact details, and books appointments 24/7 — handling the repetitive front-desk work your team doesn't have time for. It operates on your website and messaging platforms, learns from your own business information, and hands off to humans when needed.

A knowledge base chatbot is an AI assistant that answers customer questions using only information from your business's own documents, FAQs, and policies. It automates responses to common inquiries without needing to be trained on general internet data, keeping answers specific, accurate, and on-brand.

Website lead capture is the automatic collection of visitor contact information (name, email, phone) through forms or popup widgets on your site, turning anonymous traffic into actionable business contacts for follow-up and sales.

The moment a chatbot recognises it cannot answer a customer question and automatically transfers the conversation to a real person on your team—either in real-time via chat or by capturing their details for callback. This ensures customers never hit a dead end and your business captures conversations that need a human touch.

An after-hours answering service handles incoming calls, messages, or enquiries outside your business's normal operating hours, typically providing 24/7 availability. Traditional services employ human receptionists; modern alternatives use AI to answer questions from your knowledge base, qualify leads, and escalate urgent matters to your team.

An AI chatbot that answers customer questions, captures their details, and books time slots directly into a business's calendar — typically Google Calendar. Customers confirm availability without leaving the chat; the bot sends a confirmation and passes complex requests to a human.

Live chat connects customers directly to a human agent waiting online to answer questions in real-time. A chatbot is software that replies automatically without human involvement. Both handle customer questions, but live chat offers personal interaction whilst chatbots provide instant, always-on replies—sometimes both are used together for efficiency.