Glossary: AI & Automation Terms

A reference guide to the terminology used in intelligent automation, enterprise architecture, AI (Artificial Intelligence) strategy, and Salesforce for small business. Definitions are written for business leaders and technology managers. Where a term has multiple industry usages, we define it in the context most relevant to mid-size organizations.

A

Agentic AI

AI systems that operate with greater autonomy, planning multiple steps toward a goal rather than responding to a single prompt. Agentic AI systems can break a complex task into sub-tasks, use tools, call APIs, and iterate until they reach an outcome — with or without human approval at each step. Human-in-the-loop design is critical: agentic systems need clearly defined escalation points for decisions they should not make autonomously.

Related: AI Agent · Human-in-the-Loop · Intelligent Automation

AI Agent

A software program that perceives its environment, makes decisions, and takes actions to achieve a goal — with some degree of autonomy. In a business automation context, AI agents handle tasks that require reasoning or multi-step decision-making: drafting communications, researching contacts, analyzing documents, or orchestrating complex workflows. Microsoft 365 Copilot agents are built on Copilot Studio and run within the Microsoft tenant.

Related: Agentic AI · Microsoft 365 Copilot · Intelligent Automation

API (Application Programming Interface)

A defined interface that allows one software application to communicate with another. APIs are the foundation of modern integration architecture. Well-designed APIs enable systems to exchange data in real time without copying it — eliminating the stale-data problem created by file-based integration. REST and GraphQL are the dominant API (Application Programming Interface) styles in modern enterprise architecture.

Related: Systems and Data Integration · iPaaS

AppExchange

Salesforce’s marketplace for third-party applications and components that extend Salesforce functionality. Compass Orient is distributed via AppExchange (listing pending). Note: Salesforce Starter Suite customers have edition-level restrictions that may prevent managed package installation from AppExchange — Compass Orient for Starter Suite customers requires manual deployment. Pro Suite customers can install via AppExchange without restriction.

Related: Salesforce Starter Suite · Salesforce Pro Suite · Compass Orient

Application Portfolio Management

The discipline of evaluating and rationalizing the organization’s inventory of business applications — categorizing them by business value, technical health, and strategic alignment, and making explicit decisions about which applications to invest in, maintain, replace, or retire. Application portfolio rationalization is often the trigger for major technology investment programs.

Related: Enterprise Architecture · Technical Debt

Architecture Governance

The processes, roles, and decision rights that ensure technology decisions are made consistently with architectural standards and strategic direction. Architecture governance typically operates through an Architecture Review Board that reviews significant technology decisions before commitments are made. Effective governance is lightweight enough to avoid blocking progress while rigorous enough to prevent architectural fragmentation.

Related: Enterprise Architecture · Architecture Review Board

Architecture Review Board (ARB)

A governance body that reviews technology decisions — system selections, integration approaches, infrastructure changes, major application builds — for architectural compliance before approval. ARBs typically include enterprise architects, senior IT (Information Technology) leaders, and sometimes business representatives. An ARB that is too heavyweight becomes a bottleneck; one that is too light adds no value.

Related: Architecture Governance · Enterprise Architecture

ArchiMate

An open standard modeling language for enterprise architecture, maintained by The Open Group. ArchiMate provides a visual notation for describing the relationships between business processes, application components, and technology infrastructure. Used in conjunction with TOGAF (The Open Group Architecture Framework) to produce architecture models that communicate clearly to both technical and business stakeholders.

Related: Enterprise Architecture · TOGAF

Attended Automation

An automation that runs on a user’s workstation alongside the user, triggered by the user or by specific events during the user’s workflow. The user and the bot collaborate in real time — the bot handles repetitive sub-tasks while the user handles judgment-intensive work. Common in customer service, data entry, and compliance workflows where the human remains in the process.

Related: Unattended Automation · Robotic Process Automation

Automation Opportunity Assessment

A structured engagement that evaluates which processes in an organization are genuinely viable for automation — given the organization’s specific tools, data quality, process variability, and change capacity. NovoCircle’s Define engagement is a fixed-scope automation opportunity assessment delivered over 4 to 6 weeks from $22,000. The output is a ranked list of automation candidates with organizational constraint analysis and an implementation roadmap.

Related: Define · Build · Train · Intelligent Automation

B

Business Capability Model

A structured map of what an organization does — its capabilities — independent of how those capabilities are currently delivered. A business capability model is the foundation of strategic EA (Enterprise Architecture): it allows technology investment decisions to be tied directly to business outcomes rather than system maintenance. Capabilities are typically organized in two to four levels of decomposition.

Related: Enterprise Architecture · Operating Model

C

Change Management

The structured approach to transitioning individuals, teams, and organizations from a current state to a desired future state. In technology implementations, change management addresses user adoption, training, process redesign, and stakeholder communication. Automation and technology implementations that skip change management produce systems that work technically but are not used effectively.

Related: Intelligent Automation · Define · Build · Train

Compass by NovoCircle

A subscription platform that deploys and manages Salesforce and Microsoft for small businesses with 5 to 30 employees. Three editions: Orient ($267/mo, CRM (Customer Relationship Management) foundation), Navigate ($452/mo, adds dashboards and AI agents), Explore ($586/mo, adds financial sync, outbound prospecting, and contracts). NovoCircle handles deployment, platform management, and ongoing support.

Related: Compass Orient · Compass Navigate · Compass Explore

Compass DIY Deployment

The self-directed path to subscribing to Compass by NovoCircle. A business with an in-house Salesforce administrator configures the Compass platform following NovoCircle’s step-by-step instructions. The full role-based video training library is included. No fixed-fee implementation engagement is required. Compass DIY Deployment is not the same as implementing Salesforce from scratch — it follows the Compass configuration standard.

Related: Compass QuickStart · Compass QuickFix · Compass by NovoCircle

Copilot Studio

Microsoft’s platform for building custom AI agents and copilots within the Microsoft 365 ecosystem. Copilot Studio agents run entirely within the organization’s Microsoft tenant — customer data never leaves the organization’s environment. Used in Compass Navigate and Explore to build Sales, Service, Finance, and Marketing AI agents.

Related: Microsoft 365 Copilot · AI Agent

CRM (Customer Relationship Management)

A category of software that manages a company’s relationships and interactions with customers and prospects. A CRM is the system of record for the customer — contact details, communication history, pipeline status, service cases, and interactions. For small businesses, an underused or misconfigured CRM is typically worse than no CRM: it creates false data confidence and manual workaround habits.

Related: Salesforce Starter Suite · Compass by NovoCircle

D

Define · Build · Train

NovoCircle’s three-stage framework for structuring technology and automation engagements. Define is the assessment stage: identifying what is viable, what is constrained, and where to start. Build is the implementation stage: designing and delivering the solution. Train is the capability development stage: building the internal skills to operate and extend what was built. Each stage is scoped and priced independently.

Related: /the-framework/ · Find My Starting Point (/define/)

E

Enterprise Architecture

The practice of defining and maintaining the structure and operation of an organization’s technology, data, processes, and capabilities — and how they align with business strategy. Enterprise architecture produces models, standards, roadmaps, and governance frameworks that guide technology investment decisions. A mature EA practice enables organizations to change faster and with less technical debt.

Related: TOGAF · ArchiMate · Business Capability Model

G

Generative AI

AI systems that generate new content — text, images, code, audio — rather than classifying or analyzing existing content. Generative AI is the category that includes large language models, image generation models, and code generation tools. In a business context, generative AI capabilities accelerate content creation, code development, and knowledge synthesis — but require human review for accuracy and judgment.

Related: Large Language Model · AI Agent

H

Human-in-the-Loop

A design principle in automation and AI systems that preserves a defined role for human review, approval, or intervention at specified decision points. Human-in-the-loop design does not mean humans approve every action — it means the system knows which actions require human judgment and routes those correctly. Automation that skips human-in-the-loop design on high-consequence decisions is a leading cause of failed pilots.

Related: Intelligent Automation · AI Agent

Hyperautomation

A term describing an organization’s systematic approach to automating as many business and IT processes as possible — using a combination of RPA (Robotic Process Automation), AI, process mining, and integration tools. Hyperautomation is a strategy, not a product. It involves discovering automation opportunities continuously, building them at scale, and measuring outcomes against business value targets.

Related: Intelligent Automation · Process Mining

I

Intelligent Automation

The combination of artificial intelligence and process automation to handle tasks that involve both structured decision rules and judgment. Intelligent automation goes beyond traditional RPA by incorporating AI capabilities — natural language processing, machine learning, and computer vision — to handle unstructured data and variable inputs that rule-based automation cannot manage alone.

Related: Robotic Process Automation · AI Agent · Human-in-the-Loop

iPaaS (Integration Platform as a Service)

A cloud-based platform for connecting applications and automating data flows between them. iPaaS tools — such as MuleSoft, Boomi, and Azure Integration Services — provide pre-built connectors, transformation capabilities, and monitoring for enterprise integration. Used to build and maintain live data connections rather than point-to-point integrations that create technical debt over time.

Related: Systems and Data Integration · Enterprise Architecture

L

Large Language Model (LLM)

A type of AI model trained on very large text datasets to understand and generate human language. LLMs power tools like Microsoft Copilot, ChatGPT, and Gemini. They are not search engines — they generate probabilistic text responses based on patterns in their training data. For business automation, LLMs enable natural language interfaces, document summarization, content drafting, and conversational AI agents.

Related: AI Agent · Generative AI · Microsoft 365 Copilot

Lead Routing

The process of automatically assigning incoming leads to the appropriate sales representative based on defined rules — territory, product interest, company size, source, or round-robin assignment. Manual lead assignment is one of the most common small business CRM failures: leads sit unassigned, follow-up is delayed, and the CRM data is unreliable. Compass Orient configures automatic lead routing as part of standard deployment.

Related: Salesforce Starter Suite · Compass Orient

M

Microsoft 365 Copilot

Microsoft’s AI assistant integrated across Word, Excel, PowerPoint, Outlook, Teams, and SharePoint. Copilot uses large language models to draft content, summarize meetings, analyze data, and generate insights within the Microsoft 365 environment. Copilot Studio enables organizations to build custom AI agents that operate within their Microsoft tenant. AI agents in Compass Navigate and Explore run through Microsoft 365 Copilot.

Related: AI Agent · Copilot Studio · NovoCircle Copilot Foundations

N

Natural Language Processing (NLP)

A branch of AI concerned with enabling computers to understand, interpret, and generate human language. In automation contexts, NLP is used to process unstructured text inputs — emails, forms, documents, chat messages — that rule-based automation cannot handle. NLP capabilities in tools like Microsoft Copilot and Salesforce Einstein enable AI agents to read and respond to natural language instructions.

Related: AI Agent · Large Language Model · Intelligent Automation

O

Operating Model

The way an organization delivers value — the combination of processes, people, technology, and organizational structure that enables the business to operate. In an EA context, defining the target operating model is the strategic work that precedes technology architecture decisions. Technology investments that do not support the operating model produce waste.

Related: Enterprise Architecture · Business Capability Model

P

Power Automate

Microsoft’s workflow automation platform, part of the Power Platform suite. Power Automate connects to hundreds of applications and services to automate repetitive tasks — form routing, approval workflows, data sync, notification triggers, and document processing. Used in Compass Navigate and Explore for business process automation within the Microsoft environment.

Related: Intelligent Automation · Microsoft 365 Copilot

Power BI

Microsoft’s business intelligence and data visualization platform. Power BI (Business Intelligence) connects to data sources — Salesforce, ERP (Enterprise Resource Planning) systems, spreadsheets, databases — and renders interactive dashboards and reports. Compass Navigate includes pre-built Power BI dashboards for Owner, Office Manager, Sales, Marketing, and Customer Service roles.

Related: Microsoft 365 Copilot · Analytics and Dashboarding

Process Mining

The analysis of event log data from business systems to discover, monitor, and improve actual business processes. Process mining reveals how processes really execute — not how the process map says they should — by analyzing the digital trails that transactions leave in systems. Used to identify automation candidates, measure process conformance, and find bottlenecks before building automation.

Related: Intelligent Automation · Automation Opportunity Assessment

R

Reference Architecture

A pre-built, reusable architectural pattern for a specific type of system or business domain. Reference architectures reduce the time and risk of building new systems by providing a validated starting point. The value is in adapting them to your environment, not adopting them wholesale.

Related: Enterprise Architecture · Solution Architecture

Robotic Process Automation (RPA)

Software that mimics human actions to execute repetitive, rules-based tasks across digital systems — clicking, copying, pasting, form-filling, data entry. RPA bots interact with applications through the user interface rather than through APIs. Best suited to high-volume, low-variation tasks with structured inputs. When the input is variable or requires judgment, RPA is typically combined with AI.

Related: Intelligent Automation · Attended Automation · Unattended Automation

S

SaaS (Software as a Service)

A software delivery model in which applications are hosted and maintained by the vendor and accessed over the internet. Most modern business applications are SaaS (Software as a Service): Salesforce, Microsoft 365, ServiceNow, Workday. SaaS shifts maintenance responsibility to the vendor but introduces integration complexity when multiple SaaS products need to share data.

Related: Enterprise Architecture · Application Portfolio Management

Salesforce Flow

Salesforce’s native automation tool that allows administrators to build automated business processes within Salesforce — without writing code. Flows can trigger on record creation or update, on a schedule, or by user action. Used in Compass to automate lead routing, case escalation, task assignment, and outreach sequences. A well-configured Compass environment uses Flows extensively.

Related: Salesforce Starter Suite · Compass Orient

Salesforce Pro Suite

Salesforce’s advanced small business CRM product, priced at $100 per user per month. Pro Suite includes everything in Starter Suite plus advanced sales automation, enhanced marketing features, full API access, and unlimited AppExchange managed package installation. Required for Compass Navigate’s full feature set. Customers who anticipate growing marketing automation or integration requirements should consider Pro Suite from the start.

Related: Salesforce Starter Suite · Compass Navigate · AppExchange

Salesforce Starter Suite

Salesforce’s entry-level CRM product for small businesses, priced at $25 per user per month. Starter Suite includes contact and account management, sales pipeline tracking, customer service case management, email marketing, and reporting. It is the platform on which Compass Orient is deployed for most small business customers. Starter Suite has some edition restrictions that limit managed package installation from AppExchange.

Related: Salesforce Pro Suite · Compass Orient · CRM

Solution Architecture

The design of a specific system or project to meet defined business requirements, within the constraints of the enterprise architecture. Solution architecture is scoped to a project or product; enterprise architecture is scoped to the organization. A solution architect ensures the project-level design is compatible with organizational standards and integration patterns.

Related: Enterprise Architecture · Reference Architecture

Straight-Through Processing

The automatic end-to-end processing of a transaction without human intervention. A straight-through processing rate is the percentage of transactions that complete fully automated. High rates in invoice processing, loan applications, or order fulfillment indicate mature automation. Exceptions — transactions requiring human review — are routed to a queue.

Related: Intelligent Automation · Human-in-the-Loop

T

Technical Debt

The accumulated cost of architectural shortcuts, deferred maintenance, and suboptimal technology decisions. Technical debt is not always the result of bad decisions — sometimes shortcuts are intentional trade-offs. But debt compounds: systems built on unstable foundations require increasingly expensive maintenance, constrain future options, and eventually force expensive re-platforming projects.

Related: Enterprise Architecture · Technology Roadmap

Technology Roadmap

A time-phased plan that describes which technologies an organization will invest in, replace, or retire — and in what sequence. An effective technology roadmap is built from organizational constraints, not vendor briefings: it reflects what is actually executable given available budget, talent, and change capacity. Roadmaps that exceed organizational change capacity are strategies for a different organization.

Related: Enterprise Architecture · Technology Advisory

TOGAF

The Open Group Architecture Framework — the most widely adopted enterprise architecture framework. TOGAF provides a methodology (the Architecture Development Method, or ADM) and vocabulary for developing and managing enterprise architectures. TOGAF certification is a recognized credential for enterprise architects. NovoCircle’s EA practice is grounded in TOGAF methodology.

Related: Enterprise Architecture · ArchiMate

U

Unattended Automation

An automation that runs in the background without a human operator present — typically on a server or virtual machine, triggered by a schedule or event. Unattended bots process high volumes of work around the clock. Common in batch processing, data reconciliation, report generation, and back-office operations. Requires more rigorous exception-handling design than attended automation.

Related: Attended Automation · Robotic Process Automation

Compass Orient

The CRM foundation edition of Compass by NovoCircle. Salesforce configured for five small business roles including Owner, Office Manager, Sales, Marketing, and Customer Service. Covers sales pipeline, email marketing flows, case management, and role-based dashboards. From $267 per month annually. Managed by NovoCircle on an ongoing subscription.

Related: Compass by NovoCircle · Compass Navigate · Salesforce Pro Suite

Compass Navigate

The intelligence edition of Compass by NovoCircle. Includes everything in Compass Orient plus website lead capture, live Power BI dashboards for each role, and AI Copilot agents for Sales, Service, Finance, and Marketing via Microsoft 365 Copilot. All AI runs within the customer’s Microsoft tenant. From $452 per month annually.

Related: Compass Orient · Compass Explore · Microsoft 365 Copilot

Compass Explore

The complete edition of Compass by NovoCircle. Includes everything in Compass Orient and Navigate plus QuickBooks Online financial integration, Apollo.io outbound prospecting, DocuSign contract automation, and info@ email lead capture. From $586 per month annually.

Related: Compass Navigate · Compass by NovoCircle

Compass QuickStart

A fixed-fee managed deployment service for businesses starting with Salesforce for the first time. NovoCircle handles the complete Compass Orient deployment: org setup, configuration, data migration, and live role-based training for all five roles. Fixed fee $1,850 plus Compass subscription.

Related: Compass by NovoCircle · Compass QuickFix · Compass Orient

Compass QuickFix

A fixed-fee remediation service for businesses that already have Salesforce but cannot get it working. NovoCircle assesses the existing configuration, remediates it to the Compass Orient standard, cleans up data, and retrains the team with role-specific live sessions. Fixed fee $2,100 plus Compass subscription.

Related: Compass QuickStart · Compass by NovoCircle · CRM

Copilot Foundations

NovoCircle’s private, cohort-based Microsoft Copilot training program for business professionals. Eight hands-on sessions designed for non-technical employees. Every session uses real workflows and produces working automations during class. Delivered as a private cohort for one team only. Available in three formats from $9,500.

Related: Microsoft 365 Copilot · Intelligent Automation

Workflow Automation

The automation of a sequence of tasks, handoffs, and approvals that make up a defined business process. Broader than RPA: may involve APIs, form routing, conditional logic, human approval steps, and system-to-system data exchange. Microsoft Power Automate is a common workflow automation platform. Often the first automation layer before more advanced AI capabilities are introduced.

Related: Intelligent Automation · Power Automate · Robotic Process Automation