Explain It Like I'm 5

While we won't really explain it like you would with a 5-year-old, we will explain some of the terminology in a way that a non-technical person could find meaningful.

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A/B Testing or Split Testing

Agent, Engine, or Bot

Automated Optimization

Automatic Experience Optimization


Conversion Rate

Customer Acquisition Cost or CAC

Customer Churn

Customer Experience

Customer Lifetime Value (CLV)

Expected gain

Experience Receipt

Explore & Exploit


Gradient descent

Integrated Feedback Loop

Intelligent Process Automation or IPA

Involuntary Churn

Learning Rate

Loss function

Machine Learning

Multi-armed Bandit

Net Win-back Score (NWS)



Prescriptive Analytics

Proactive Support


Recommender System

Reinforcement Learning


Reward Function

Supervised Machine Learning

Win Back