Glossary
LoyJoy Glossary
Central terms around AI agents, conversational AI, compliance, and the LoyJoy platform. Each definition in one sentence, then deeper.
AI Foundations
- Agentic AI
- Agentic AI refers to AI systems that pursue goals autonomously, use tools, and execute processes end-to-end. Unlike classic generative AI, agentic AI systems act on their own rather than only responding to prompts.
- AI Agent
- An AI agent is software that acts autonomously to solve tasks for users, connects to external systems, and executes processes end-to-end. AI agents are the building blocks of agentic AI.
- Conversational AI
- Conversational AI refers to AI systems that hold natural dialogues with humans, via text or voice. LoyJoy is a conversational AI platform for service and sales across chat and phone.
- RAG
- RAG (Retrieval-Augmented Generation) is a technique where a language model retrieves information from a knowledge base before generating each response, producing fact-grounded answers without hallucinations.
- Speech-to-Speech
- Speech-to-speech is an AI technology that translates spoken language directly into spoken language, without an intermediate text step. Voice agents use speech-to-speech for natural real-time phone conversations.
- Voice Agent
- A voice agent is an AI agent that interacts via speech instead of text, typically on the phone channel. Using speech-to-speech technology, it understands and replies in natural language in real time.
Conversational UX
- Case-Closing Resolution
- Case-closing resolution means a customer request is fully solved without handover to a human agent. The AI agent understands the request, executes the process, and confirms the outcome.
- Chatbot
- A chatbot is a program that responds to messages in a dialogue format. Classic chatbots follow fixed rules or decision trees, unlike AI agents, which execute processes autonomously.
- FAQ Bot
- An FAQ bot is a simple chatbot that answers predefined questions with fixed responses. Unlike AI agents, it cannot execute processes or fetch data from systems.
- Live Agent
- A live agent is a human staff member who interacts with customers via chat or phone. LoyJoy combines AI agents with live agents: simple requests are resolved automatically, complex cases are handed off to humans.
Technical Standards
- BPMN
- BPMN (Business Process Model and Notation) is an open standard for visually modeling business processes. LoyJoy uses BPMN 2.0 to represent conversations as visually editable processes.
- MCP
- MCP (Model Context Protocol) is an open standard that lets AI assistants such as Claude or ChatGPT access external systems. LoyJoy provides an MCP server for analytics, knowledge sources, and process data.
- No-Code
- No-code refers to software that lets users build applications without programming, typically via a visual editor. LoyJoy is a no-code platform: AI agents are configured without writing code.
Compliance
- BFSG
- Germany's BFSG (Accessibility Reinforcement Act) requires providers of digital products to be accessible starting June 2025. LoyJoy is designed for BFSG requirements: keyboard-operable, screen-reader compatible, high contrast.
- DORA
- DORA (Digital Operational Resilience Act) is the EU regulation for digital operational resilience in the financial sector, in force since January 2025. LoyJoy is designed for DORA requirements and used by banks and insurers.
- EU AI Act
- The EU AI Act is the European AI regulation taking effect in stages from 2025. It regulates AI systems by risk category. LoyJoy is designed for the EU AI Act's transparency and documentation requirements.
- GDPR
- GDPR (General Data Protection Regulation) is the European regulation protecting personal data, in force since 2018. LoyJoy is designed for GDPR requirements: EU hosting, encryption, and data processing agreements.