Dhruv Dholakia
Dhruv founded AsqVox, a voice AI widget that lets a visitor ask a website a question out loud and get an answer grounded in that business own documents. He writes and reviews the glossary published here.
What he writes about
- Voice agents and the pipeline behind them
- Retrieval and grounding for spoken questions
- Latency budgets and conversational timing
- What happens to websites after search stops sending clicks
The glossary exists because most voice AI vocabulary is defined by the companies selling it. Every entry here leads with a plain definition, carries statistics with their source and year, labels vendor numbers as vendor numbers, and says plainly where no reliable figure exists rather than borrowing one.
Recently reviewed
Abandonment rate
Abandonment rate is the share of customers who give up before their issue is handled, whether by hanging up in a phone queue or closing the browser tab, and it is the correction that keeps a containment figure honest.
After-call work
After-call work is everything an agent does after the customer leaves, from writing notes to coding the disposition, updating systems and creating follow-up tasks, and it counts as part of average handle time even though planning routinely ignores it.
Agent assist
Agent assist is AI that helps a human agent during a live interaction by surfacing information, suggesting responses and handling documentation, rather than replacing the agent.
AI search
AI search means search interfaces that generate a composed answer rather than returning a list of links, so the user reads a synthesized response, sometimes with citations, instead of clicking through to the sources it was built from.
Average handle time
Average handle time is the mean duration of a customer interaction, including talk time, hold time and the after-call work done once the customer has gone; it is a cost driver, not a measure of quality.
Bounce rate
Bounce rate is the percentage of visitors who arrive and leave without any further interaction, and it is one of the most cited and least reliable web metrics because it counts a satisfied departure and a wrong-page exit as the same event.