GLOSSARY
AI-CRM terms in plain language
Short, jargon-free definitions. If you hit an unfamiliar word in our materials, it is probably here.
DICTIONARY
What the terms mean
- AI-CRM
- A CRM where the customer record is filled in by an AI layer rather than a manager: it listens to calls, reads conversations from every channel, enters the data, sets statuses and scores the lead. That single record drives the pipeline, revenue forecast, «trigger → condition → action» automations and an audit trail.Learn more
- AI employee
- A set of AI agents that covers the full customer cycle: replies in chat, collects the phone number, calls, books the service, sends reminders in messengers, runs campaigns, keeps the CRM up to date and learns from call analytics. Works 24/7 in Uzbek, Russian and English.Learn more
- Unified inbox (Inbox AI)
- An omnichannel AI platform that gathers every customer channel (Telegram, Instagram, WhatsApp, Facebook, Viber, web chat and more) into one window and replies in Russian and Uzbek within seconds: it understands Uzbek voice notes, reads photographed documents, keeps context and escalates hard cases to a manager with the full history.Learn more
- Omnichannel
- One conversation with the customer regardless of channel — Instagram, Telegram, WhatsApp, phone — with shared memory and no loss of history. Unlike multichannel, where channels merely sit side by side, here the customer is one and context travels across channels.Learn more
- Escalation
- Handing a conversation from the AI to a human operator when the question falls outside the knowledge base or the customer asks for a person. The operator receives the case with full history and context, so the customer never has to repeat themselves.Learn more
- AI sales agent (Sales AI)
- An AI agent that runs the deal in Instagram Direct and Telegram from the first message to payment: it qualifies the lead by your brand rules, up-sells and cross-sells, sends a payment link via Payme, Click, Uzcard, Humo or Stripe right inside the chat and logs the deal in the CRM.Learn more
- Lead qualification (CHAMP)
- Checking whether the enquirer is ready to buy: is there a need, a budget, authority and a timeline. In Zukko.AI qualification runs by the CHAMP method inside the conversation — the AI asks 3–5 questions by your rules and writes the score into the record.Learn more
- Follow-up
- A repeat touch for a customer who did not reply or did not reach payment: a messenger reminder, abandoned-cart recovery, a scheduled call. In Zukko.AI automatic follow-up is built as a scenario and is available from the Business plan.Learn more
- AI support (Service AI, help desk)
- An AI platform for automating customer support: it takes requests from every channel, answers from your knowledge base in Russian and Uzbek, opens tickets with priority and SLA, escalates hard cases to an operator and keeps customer context. The goal is to close repetitive requests without a human.Learn more
- SLA
- A service level agreement — the promised response and resolution time for a request. In Zukko.AI tickets the SLA is set by priority, and a breach is highlighted before the customer has to chase you.Learn more
- Knowledge base
- Your documents, price list, catalogue and rules that the AI relies on when answering. The more complete the base, the less often the AI escalates to a human and the more accurate its answers about your business.Learn more
- RAG
- Retrieval-Augmented Generation — an approach where the AI answers from your documents and catalogue rather than the model’s general knowledge. That is why answers are factually accurate and can be checked against the source.Learn more
- Comment auto-replies (Comment AI)
- An AI platform that reads the meaning of every comment under posts and ads on Instagram, Facebook, YouTube and TikTok in real time in Russian and Uzbek, replies publicly to the point and moves the author into Direct through to a sale. It understands intent even without keywords.Learn more
- Voice AI (voice AI agent)
- A voice AI agent that calls customers itself and takes inbound calls: it holds a live dialogue in Uzbek and Russian (not IVR), reminds about payment, runs surveys, reactivates customers, verifies orders and escalates hard cases to a manager. It connects over your telephony via SIP and writes every call result into the CRM.Learn more
- Reactivation
- Bringing back a dormant base: the AI calls or messages customers who have not bought for a long time, reminds them about you and books the interested ones for the next step. It works from a CRM segment, not a blind list.Learn more
- STT and TTS
- STT (speech-to-text) turns speech into text, TTS (text-to-speech) turns text into voice. Zukko.AI has its own Uzbek voice that global models don’t provide; Russian and English are supported too.Learn more
- Latency
- The time from question to answer. Critical on the voice channel: with low latency a person feels no pause and the conversation sounds live rather than machine-made.Learn more
- Voice control (Ask Cell)
- Running the CRM by voice through the Ask Cell assistant: you say a command in Russian or Uzbek and the platform finds the customer, creates a task, updates a deal or opens a report and shows the result on screen — in the browser and in the mobile app, hands-free.Learn more
- Speech analytics (call analytics)
- An AI platform that automatically transcribes, analyses and scores 100 % of phone calls in Uzbek, Russian and English: diarized transcription, tone of voice, an AQS quality score, conversion, churn risk, search across conversations and daily AI coaching with automatic write-back to the CRM.Learn more
- AQS (Agent Quality Score)
- A 0–100 conversation quality score the AI assigns to every call: was the script followed, were objections handled, what was the tone. It lets you compare agents on one scale without listening to recordings by hand.Learn more
- Diarization
- Splitting a call transcript by speaker — where the agent talks and where the customer does. Without diarization the transcript becomes one solid block of text and the agent’s work cannot be assessed from it.Learn more
- CSAT, FCR, CES
- Service quality metrics: CSAT — customer satisfaction, FCR — the share of issues solved on first contact, CES — the effort the customer had to spend. Zukko.AI calculates them from the conversations automatically, without post-call surveys.Learn more
- VoIP
- Telephony over the internet. It lets you take and make calls straight from the platform, without a separate PBX: the number, the recording and the customer record all live in one window.Learn more
- SIP trunk
- The channel through which the platform connects to your carrier or PBX. Zukko.AI plugs in over your existing telephony through it — no need to change numbers or hardware.Learn more
- Mobile app
- The whole AI-CRM in your phone: push notifications about new leads, replies to customers on the go across every channel, voice control and calls from the app when telephony is connected — in sync with the desktop. For iOS and Android, in Russian and Uzbek.Learn more
- Campaigns
- An AI platform for bulk and triggered campaigns straight from the CRM: one campaign goes to a customer segment across several channels (web chat, SMS, Telegram, Email, WhatsApp), on a schedule or on an event, personalised from the record and measured through to delivery, reads and replies.Learn more
- Opt-in and opt-out
- The customer’s consent to receive campaigns and their unsubscribe. In Zukko.AI both are built into campaigns: without consent the message will not go out, and an unsubscribe takes effect immediately and is logged in the record.Learn more
- Connector (integration)
- A ready-made connection between the platform and your system — a channel, payments, telephony, a CRM or an accounting system — with two-way sync. Zukko.AI has 30+ ready connectors; if yours is missing we build it over the open API and webhooks.Learn more
- Webhook
- An automatic message from one system to another at the moment of an event: your PBX sends the call recording to Zukko.AI by itself, and Zukko.AI tells your system about a new deal. No manual export required.Learn more
- Data residency
- The requirement to keep data inside the country. Data of Zukko.AI’s UZ customers is stored in Uzbekistan, while global CRMs keep it in the EU, US or Russia. On-prem or private-cloud deployment is available for banks.Learn more
- RBAC (role-based access)
- Role-based access control: an employee sees only the data and actions their role requires. A manager cannot export the whole base, while a director gets the full picture — permissions are managed centrally.Learn more
- Audit trail
- An immutable record of every action in the system: who changed what and when in a record, a deal or the settings. Needed for investigations, customer disputes and regulator checks.Learn more
- On-premise (on-prem)
- Deploying the platform on the company’s own servers or private cloud rather than in a shared cloud. An option for CIS banks and organisations with strict data-perimeter requirements.Learn more
- AI action
- Zukko.AI’s billing unit: one useful AI action — a reply in chat, a scenario step, a conversation analysis. A simple conversation or call review is about 10 actions; a full call review with transcription is around 18–20. The action quota is included in the plan; beyond it you buy packs.Learn more
- Onboarding
- Launching the AI employee in your business: connecting channels, setting up the CRM and catalogue, training the AI on your style. For SMB it is from 2 hours in self-service mode; for large companies with integrations, up to 30 days.Learn more
- Demo
- A walkthrough of the platform on your real conversations and calls: you see how the AI replies to your customers and what lands in the CRM — before full rollout and on your own numbers.Learn more
DEMO
Launch an AI employee on your own channels
We will assemble a demo on your real chats from Instagram, Telegram and telephony — you will see the result on your own numbers. SMB launch from 2 hours.
Uzbek, Russian and English. Connects to your channels and systems.