Voice & Writing

Terminology

Official brand and product terminology

Production

Official terms, correct usage, and words to avoid.

Brand Terms

TermCorrectIncorrectNotes
OntopixOntopixONTOPIX, ontopix, OnTopix, Onto-pixCapital O, lowercase ntopix
StylebookStylebookstylebook, styleBook, Style BookCapital S, lowercase tylebook. All lowercase on CLI.

Product Terms

TermCorrectPronunciationAudience
Voice AgentsVoice Agents-Customer support teams
AudibotAudibotAW-di-botQA and compliance teams

Technical Terms

TermDefinitionContext
agentAn AI system that can take actions autonomouslyIn AI context, refers to autonomous systems
auditProcess of analyzing and evaluating interactionsQuality assurance process
interactionA single customer support exchange (call, email, chat)Unit of audit analysis
criteriaRules or aspects evaluated during an audit-
scoreQuantitative result of an auditCan be per-interaction or aggregated
mysterySimulated interaction for evaluating support qualityMystery shopping concept applied to support
variantA specific configuration of the logoLogo system terminology
rasterizeConvert vector SVG to bitmap formats (PNG, WebP, JPG)-
OKLCHOklab Lightness-Chroma-Hue color spacePerceptually uniform color space used in color system

Abbreviations

Common

AbbreviationFull Form
APIApplication Programming Interface
CLICommand Line Interface
UIUser Interface
UXUser Experience
AIArtificial Intelligence
MLMachine Learning
LLMLarge Language Model

Technical

AbbreviationFull Form
SVGScalable Vector Graphics
PNGPortable Network Graphics
WebPWeb Picture format
JPGJPEG image format
CSSCascading Style Sheets
HTMLHyperText Markup Language

Compliance

AbbreviationFull Form
GDPRGeneral Data Protection Regulation
SOC 2Service Organization Control 2
ISOInternational Organization for Standardization
WCAGWeb Content Accessibility Guidelines

Voice

AbbreviationFull Form
TTSText-to-Speech
ASRAutomatic Speech Recognition
IVRInteractive Voice Response
NLUNatural Language Understanding

Internal

AbbreviationFull Form
MCPModel Context Protocol
MVAMinimum Viable Agent
KPIKey Performance Indicator
ROIReturn on Investment

Forbidden Terms

Terms to avoid and their alternatives.

Marketing Speak

AvoidUse InsteadReason
utilizeuseUnnecessarily complex
leverageuseJargon
synergybe specific about what you meanVague buzzword
paradigm shiftdescribe the actual changeOverused, vague
revolutionarydescribe what's newHyperbole without proof
world-classspecific achievementUnmeasurable claim
cutting-edgedescribe the technologyVague

Ableist

AvoidUse InsteadReason
crazyunexpected, surprising, intenseAbleist language
lameweak, inadequate, unimpressiveAbleist language
blind tounaware of, overlookingAbleist language
cripplinglimiting, hindering, severeAbleist language

Channels

TermDefinitionExamples
channelCommunication medium (phone, chat, email, WhatsApp)Phone, Chat web, WhatsApp, Email, Web form
mediumFormat of interaction (voice or text)voice, text

Spanish Terminology

Brand Terms (Spanish)

  • Ontopix: Same in Spanish

Product Terms (Spanish)

  • Agentes de Voz (Voice Agents): Capitalize when referring to product
  • Audibot (-): Same in Spanish

Common Terms (Spanish)

SpanishEnglishPlural
auditoríaauditauditorías
interaccióninteractioninteracciones
criteriocriterioncriterios

Speech Guidelines

Pronunciation, pacing, and verbal communication guidelines

Tone by Context

How the Ontopix voice adapts to different communication contexts