Glossary
Explainable AI, in plain language.
Every term you’ll hear from us — in one line, without the jargon.
The Concierge
Talks to the customer. Explains, never decides.
ConciergeOrchestratorWarm handoffHuman-in-the-loopThe Rulebook
Decides, in code, against your policy.
RulebookDeterministic coreDeterministic guardrailsProactive triggerIntent whitelist- Audit trail
- A timestamped, sealed record of every step in a conversation — what was asked, which rule decided, and what was said.See one →
- Concierge
- The part of Palladium that talks to your customers in any channel. It explains decisions; it never makes them.Platform →
- Data stays put
- Sensitive details are masked before anything reaches an AI model, and your data never trains a shared model.Security →
- Decision trace
- The step-by-step replay of a single request, from question to sealed record.Replay one →
- Deterministic core
- The part that decides, using your written rules — the same input always gets the same outcome.Platform →
- Deterministic guardrails
- Hard limits — like dollar thresholds — enforced in code, so no AI can go past them.Compliance →
- Explainable by design
- Every answer can be traced back to the rule and the record that produced it.Read more →
- Human-in-the-loop
- A person takes over wherever a decision is ambiguous or high-stakes — with the full context handed over.Read more →
- Intent whitelist
- The fixed list of topics the Concierge is allowed to handle; anything else goes to a person.Example →
- Ledger
- Where every sealed record lives — replayable and exportable, and nothing written to it ever changes.Platform →
- Orchestrator
- Routes each request to the right specialist agent — disputes, payments, identity — all running on the same core.Example →
- Private deployment
- Palladium running fully inside your own cloud, with private model options.Security →
- Proactive trigger
- An event — a fee posted, a deadline approaching — that starts the right conversation before the customer asks.Platform →
- Rulebook
- Your policies, thresholds, and eligibility rules, written as code the core enforces.Platform →
- Sealed record
- A record that cannot be edited after the fact, so an examiner can trust what it shows.See one →
- Warm handoff
- Passing a conversation to a person with identity, progress, and context already verified.Service teams →
See every term in action
A live walkthrough, not a slide deck — a real request resolved end-to-end, with the full audit trail replayed on screen.