Language & NLP
Large language modelLLM
A large language model (LLM) is an AI model trained on massive amounts of text that can understand and generate human language. In a voice agent, the LLM is the brain — it decides what to say or do next, grounded in your knowledge base and rules.
LLMs enable open, unscripted conversation, which is why modern agents can improvise instead of following fixed branches. Grounding techniques like retrieval-augmented generation keep an LLM's answers accurate to your data.
Related terms
Natural language processingThe broad field of AI concerned with computers understanding, interpreting and generating human language — the foundation under conversational AI.Retrieval-augmented generationA technique that grounds an LLM's answers in your own documents — retrieving relevant content at query time — so a voice agent stays accurate to your data.System promptThe instructions that define an AI agent's role, tone, rules and boundaries. The system prompt shapes how a voice agent behaves on every call.Conversational AITechnology that lets software understand and respond in natural language across voice and chat, holding a real back-and-forth conversation.
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