Voice Recognition Terms

I have had a great help in my new role as BA for Call Center environment (IVR) from Techrepublic so far. One more thing, I am still struggling with the terms, such as Persona, GSL, SLM and Disambiguation. If some one knows about these terms particularly about persona, please let me know.

Regards,

Naveed
Back Office Consulting Inc.
naveed@backoffice-solutions.com