Glossary

Plain English, every term.

Plain-English definitions of the AI receptionist, telephony, dispatch, privacy, and pricing terms used across Atomic Apps AI. 21 terms, anchor-linked.

AI receptionist

AIRIN: The name of the Atomic Apps AI receptionist. Stands for "AI Receptionist Intelligent & Natural" (also: "AI Receptionist for Inbound Networks"). AIRIN is deliberately gender-neutral — phonetically it can read as either ERIN or AARON — so customers don't form a hard gender association with the voice. Whenever you see "AIRIN" in our product, dashboards, voice prompts, marketing copy, or docs, it refers to the same AI receptionist that answers your calls.
AI receptionist: Software that answers your business phone, holds a real conversation with the caller, books appointments, transfers urgent calls, and logs the call. Replaces the live human at a front desk for inbound calls, available 24/7. The Atomic Apps AI receptionist is named AIRIN.
Voice cloning: Synthesizing an AI voice that imitates a specific real person. Atomic Apps AI deliberately does NOT do this — we use neutral, professional AI voices so callers know they're not being deceived.
Warm transfer: When the AI connects a caller to a human and verbally hands off context first ('Jane is calling about an emergency furnace repair, sending her to you now'). Opposite of a cold transfer where the human picks up cold.
After-hours overflow: Routing of calls that come in outside business hours. With Atomic Apps AI, after-hours calls are answered by the AI, which books non-urgent jobs into the next business day and escalates emergencies to your on-call number.

Phones and call routing

IVR (Interactive Voice Response): The classic 'press 1 for sales' phone tree. Cheap and reliable but unable to handle anything outside its scripted options. Atomic Apps AI replaces IVR with a conversational AI that handles open-ended speech.
Twilio: The cloud telephony provider that connects your business number to our AI. Twilio handles the actual phone-network plumbing; we handle the conversation. You keep your existing number; Twilio just becomes the carrier behind it.
Call forwarding: Telling your phone provider to route incoming calls to a different number. To set up Atomic Apps AI, you forward your business line to our intake number — typically a one-line setting in your provider's dashboard.
Speed-to-lead: The time between a customer reaching out and the business getting back to them. Studies show conversion drops off a cliff after 5 minutes; AI receptionists collapse speed-to-lead from hours-or-never down to seconds.
Concurrent calls: Multiple phone calls handled at the same time. A human receptionist (or a single phone line) takes one call at a time, so a rush means busy signals and missed customers. AIRIN answers every caller at once — there's no busy signal, no hold queue, no matter how many ring together.

Operations and dispatch

AMS (Agency Management System): The core software an insurance agency runs on — it stores clients, policies, carriers, and renewals. Common ones include AMS360, EZLynx, HawkSoft, and Applied Epic. An 'AMS connector' links AIRIN to yours so calls, quotes, and lead details flow into the system your team already uses.
Dispatch: Deciding which technician handles which job and when. For HVAC and plumbing, dispatching a tech to a service call. The AI receptionist captures the appointment; dispatch decides who gets it.
FSM (Field Service Management): Software that runs the operations side of a service business — scheduling, dispatching, invoicing, technician tracking. Common tools: ServiceTitan, Housecall Pro, Jobber, FieldEdge. Atomic Apps AI integrates with these to write appointments directly into your existing FSM.
Recall (a.k.a. customer recall): Reaching back out to a past customer to remind them they're due for service ('your annual furnace check is up'). One of the cheapest sources of new revenue for service businesses; Atomic Apps AI Platinum automates it.
Review velocity: How quickly and consistently a business gets new online reviews. Google ranks businesses partly on review velocity — recent reviews matter more than old ones. Atomic Apps AI Platinum asks happy customers for a review automatically after the job.

Data and privacy

Row-level security (RLS): A database feature that ensures one customer business can never read or write another customer business's data, even if a bug in the application code tried to. Atomic Apps AI uses Postgres RLS on every table that holds customer data.
HIPAA: The US health-data privacy law that applies to medical and dental practices. Requires specific technical, administrative, and physical safeguards. Atomic Apps AI is not HIPAA-compliant yet — that work is in progress for the Phase 3 launch into medical and dental.
CCPA: California Consumer Privacy Act. Gives California residents rights to access, delete, and opt out of sale of their personal data. Atomic Apps AI honors CCPA-equivalent rights for any caller regardless of state.
BAA (Business Associate Agreement): A HIPAA-required contract between a healthcare provider and any vendor handling patient health information. Atomic Apps AI will sign BAAs once HIPAA-compliance work is complete.

Pricing terms

Passthrough cost: A cost we incur from a third-party provider (e.g., per-minute telephony fees from Twilio) and bill you at exactly what we paid, with no markup. Listed as a separate line item on your invoice for transparency.
Tier (Basic / Silver / Platinum): The three subscription levels of Atomic Apps AI. Each tier adds capability on top of the one below it. Tier pricing varies slightly by vertical because the work to operate the AI for an HVAC business differs from a law firm.

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