E-Commerce Basics Glossar

Knowledge bases are a core building block of modern customer service in e-commerce. They enable fast self-service, relieve support teams and improve the customer experience for good.

What the ticket deflection rate measures, how it is calculated and which benchmarks apply in 2026 (40–80%). How it differs from FCR, automation rate and containment rate.

NLP is the AI discipline that enables computers to understand human language; an LLM is its most modern and powerful form.

The Customer Effort Score shows how easy you make it for customers to interact with your store. A low CES means fewer hurdles for customers and more conversions, loyalty and positive user experiences in e-commerce.

The Net Promoter Score (NPS) tells you not only how satisfied your customers are but also how likely they are to recommend you – a decisive competitive advantage.

AI guardrails are rules that define what an AI agent may say, do and decide. Here's how to safeguard AI in customer service in 2026.

When an AI chatbot fails, it's usually not the technology that's missing but the answer in the knowledge base. Learn how to spot knowledge gaps in customer service and close them systematically.

Agent assist combines human expertise with artificial intelligence and makes customer service more efficient without handing control entirely to AI. We explain how agent assist works, how it differs from an AI agent and share practical tips for using it successfully in customer service.

RAG prevents hallucinations in AI chatbots by having the model answer only from your own knowledge base instead of from training knowledge.