# AI & Automation Glossary

> How AI agents answer, investigate, and resolve support tickets.

Canonical: https://www.decimal.app/glossary/ai-automation · Last reviewed: 2026-09-23

## Questions

- [Can AI resolve technical support tickets?](https://www.decimal.app/glossary/ai-automation/can-ai-resolve-technical-support-tickets)
- [What's the difference between RAG and an AI agent for support?](https://www.decimal.app/glossary/ai-automation/rag-vs-ai-agents-for-customer-support)
- [How do you stop an AI support agent from hallucinating?](https://www.decimal.app/glossary/ai-automation/how-to-stop-ai-support-hallucinations)

## Terms

- [AI Agent](https://www.decimal.app/glossary/ai-agent): Software that plans, uses tools, and acts toward a goal instead of answering one prompt.
- [Agentic Investigation](https://www.decimal.app/glossary/agentic-investigation): An AI agent working a ticket the way an engineer would: hypothesis, evidence, conclusion.
- [Chatbot](https://www.decimal.app/glossary/chatbot): A conversational interface that answers customer questions, usually from fixed docs.
- [Grounding](https://www.decimal.app/glossary/grounding): Tying an AI's answer to specific source material it can cite.
- [Hallucination](https://www.decimal.app/glossary/hallucination): When an AI model states something confident and wrong.
- [Human-in-the-Loop](https://www.decimal.app/glossary/human-in-the-loop): A design where people review or approve an AI's work at key points.
- [Model Context Protocol (MCP)](https://www.decimal.app/glossary/model-context-protocol): An open standard for connecting AI models to tools and data sources.
- [Retrieval-Augmented Generation (RAG)](https://www.decimal.app/glossary/retrieval-augmented-generation): Having an AI model look up relevant documents before generating an answer.
- [Zero-Touch Resolution](https://www.decimal.app/glossary/zero-touch-resolution): A ticket resolved end to end without any human working on it.

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