KPI
Containment rate: AI benchmark
Share of conversations the AI resolves without a human taking over.
How to measure it
Resolved conversations without handover divided by all conversations the AI handled, over the same period. Count a conversation as contained only if the customer did not come back on the same topic within seven days.
Across the library
Median 61.5% across 28 deployments, reported range 20% to 99.6%, plus 1 "up to" value not pooled.
Higher is better. Unit: percent.
Reported values by use case
AI agent for first line contact centre service
- Nordea91% · vendor claim
- Vietcombankup to 88.5% · vendor claim
- Commonwealth Bank of Australiaabout 84.6% · vendor claim
- Vodafone70% · vendor claim
- Together Credit Union66% · vendor claim
- Etihad Airways52% · vendor claim
- ABN AMROat least 50% · vendor claim
- Ingka Groupabout 47% · organization claim
- Airbnbabout 45% · organization claim
- JetBlue45% · vendor claim
- Vodafone Germany44% · vendor claim
- Magyar Telekomat least 25% · organization claim
AI agent for device and connectivity troubleshooting on voice and chat
- Singtel73% · organization claim
- Vodafone70% · vendor claim
- Vodafone Germany44% · vendor claim
AI agent for account and card servicing
- DBS Bankabout 90% · organization claim
- Commonwealth Bank of Australiaabout 84.6% · vendor claim
AI agent for parcel tracking and delivery exceptions
- Chronopost85% · organization claim
- Aramex50% · vendor claim
AI agent for utility billing, payments, meter readings and move in or move out
- Aydem Energy75% · organization claim
- Pacific Gas and Electric Company67% · vendor claim
AI assistant for HR and policy questions
- Tata Realty and Infrastructure Limited99.6% · vendor claim
- IBM94% · organization claim
AI agent for early collections and hardship support
- Southwest Recovery Servicesat least 20% · vendor claim
AI agent for first notice of loss claims intake
- Lemonade96% · organization claim
AI agent for flight disruption and rebooking
- JetBlue45% · vendor claim
AI agent for order status, delivery changes and returns
- Nuuly35% · vendor claim
AI agent for patient appointment scheduling, reminders and no show reduction
- Howard Brown Health30% · vendor claim
AI assistant for B2B telecom quoting, sales and service
- SoftBank Corp.70% · organization claim
AI assistant for citizen information and government services
- Driver and Vehicle Licensing Agencyabout 20% · organization claim
AI travel and hotel booking concierge
- Airbnbabout 45% · organization claim
AI voice agent for drive through and phone order taking
- The Wendy's Company86% · organization claim
Use cases that should track containment rate
- AI academic advising assistant for course selection and degree requirements
- AI agent for account and card servicing
- AI agent for apartment leasing inquiries and resident service
- AI agent for ATM and self service device assistance
- AI agent for device and connectivity troubleshooting on voice and chat
- AI agent for early collections and hardship support
- AI agent for first line contact centre service
- AI agent for first notice of loss claims intake
- AI agent for flight disruption and rebooking
- AI agent for insurance policy servicing
- AI agent for IT service desk resolution
- AI agent for network outage detection and customer communication
- AI agent for order status, delivery changes and returns
- AI agent for outbound reminders and confirmations by voice and messaging
- AI agent for parcel tracking and delivery exceptions
- AI agent for patient appointment scheduling, reminders and no show reduction
- AI agent for public transit passenger information and disruption reporting
- AI agent for telecom bill explanation and billing disputes
- AI agent for travel insurance claims and assistance
- AI agent for utility billing, payments, meter readings and move in or move out
- AI assistant for B2B telecom quoting, sales and service
- AI assistant for benefits eligibility questions and applications
- AI assistant for citizen information and government services
- AI assistant for corporate and commercial client servicing
- AI assistant for developers integrating a company's APIs
- AI assistant for employee onboarding
- AI assistant for HR and policy questions
- AI assistant for tax questions and filing support
- AI for immigration and visa applications, from applicant questions to case preparation
- AI for support knowledge article generation and maintenance
- AI travel and hotel booking concierge
- AI voice agent for drive through and phone order taking