What is Containment rate?
Containment rate is the share of calls or chats an AI agent resolves on its own, without handing over to a person.
What it means for your business
A high rate is only good if customers actually got what they needed. Read it next to repeat calls and satisfaction, and keep an easy way to reach a person.
More from the glossary
AI voice agentAI receptionistConversational AIWhatsApp Business APIWhatsApp message categories24-hour customer service windowFree entry point (Click-to-WhatsApp)WhatsApp coexistenceWhatsApp opt-inSIP trunkIVR (interactive voice response)Warm transfer