KPI benchmark
What is a good containment rate for an AI agent?
Across 56 public AI deployments, the median containment rate is 70%, and the middle half of them report between 49.3% and 85%. Share of conversations the AI resolves without a human taking over.
70%
Median containment rate
49.3% to 85%
Middle half of deployments
56
Public deployments pooled
23 of the 56 values are claims by the organization itself, a regulator or an independent study; 33 come from the AI vendor. One value per organization; "up to" claims are listed but not pooled. Data as of 11 November 2026. Methodology
Containment rate by industry
| Industry | Median | Deployments |
|---|---|---|
| Banking | 75% | 11 |
| Travel and hospitality | 83% | 8 |
| Telecommunications | 70% | 7 |
| Energy and utilities | 70% | 5 |
| Media and entertainment | 70% | 5 |
| Logistics and transportation | 72.5% | 4 |
| Retail and ecommerce | 38.5% | 4 |
| Insurance | 65% | 3 |
Containment rate by use case
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 70% across 56 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 center service
- Nordea91% · vendor claim
- Vietcombankup to 88.5% · vendor claim
- Trainline88% · organization claim
- Commonwealth Bank of Australiaabout 84.6% · vendor claim
- Ryanair80% · vendor claim
- Asiacell79% · vendor claim
- Banque Misr79% · organization claim
- KBC70% · organization claim
- Vodafone70% · vendor claim
- Together Credit Union66% · vendor claim
- Essent55% · vendor claim
- Etihad Airways52% · vendor claim
- ABN AMROat least 50% · vendor claim
- DNBat least 50% · vendor claim
- Ingka Groupabout 47% · organization claim
- Airbnbabout 45% · organization claim
- JetBlue45% · vendor claim
- Vodafone Germany44% · vendor claim
- New Look42% · organization claim
- Magyar Telekomat least 25% · organization claim
AI agent for account and card servicing
- DBS Bankabout 90% · organization claim
- Abu Dhabi Islamic Bank (ADIB)85% · organization claim
- Commonwealth Bank of Australiaabout 84.6% · vendor claim
- Emirates Islamicabout 67% · organization claim
AI agent for IT service desk resolution
- University of the West of England Bristol80% · vendor claim
- IBMat least 75% · organization claim
- Hearst57% · vendor claim
- Salesforce35% · organization claim
AI agent for utility billing, payments, meter readings and move in or move out
- Aydem Energy75% · organization claim
- ENGIE Belgium71% · vendor claim
- Pacific Gas and Electric Company67% · vendor claim
- Essent55% · vendor 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 fan and ticketing service at sports clubs
- FC Schalke 04at least 90% · vendor claim
- Winnipeg Blue Bombers70% · vendor claim
- Tottenham Hotspur20% · vendor claim
AI agent for parcel tracking and delivery exceptions
- SPL (Saudi Post)90% · organization claim
- Chronopost85% · organization claim
- Aramex50% · vendor claim
AI assistant for HR and policy questions
- Tata Realty and Infrastructure Limited99.6% · vendor claim
- IBM94% · organization claim
- Vodafone Idea Limited90% · vendor claim
AI voice agent for drive through and phone order taking
- Bojanglesat least 95% · vendor claim
- White Castle90% · vendor claim
- The Wendy's Company86% · organization claim
AI virtual assistant for health insurance member service
- UnitedHealthcare90% · organization claim
- nib Group65% · organization claim
AI agent for apartment leasing inquiries and resident service
- GESOBAU AG66% · vendor claim
AI agent for early collections and hardship support
- Southwest Recovery Servicesat least 20% · vendor claim
AI agent for EV charging driver support and charger troubleshooting
- EVPassportabout 70% · 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 newspaper and publisher subscriber service
- Politiken78.8% · vendor claim
AI agent for patient appointment scheduling, reminders and no show reduction
- Howard Brown Health30% · vendor claim
AI agent for public transit passenger information and disruption reporting
- Schweizerische Bundesbahnen (SBB)about 60% · organization 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 assistant for mortgage servicing borrower requests
- Cenlar FSB75% · vendor 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 EV charging driver support and charger troubleshooting
- AI agent for fan and ticketing service at sports clubs
- AI agent for first line contact center 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 newspaper and publisher subscriber service
- 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 airport passengers on kiosks, holograms and chat
- 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 hospital lobby questions, symptom routing and wayfinding
- AI assistant for HR and policy questions
- AI assistant for mortgage servicing borrower requests
- AI assistant for tax questions and filing support
- AI digital human guide for banks and insurers
- 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 virtual assistant for health insurance member service
- AI voice agent for dealership inbound calls and service scheduling
- AI voice agent for drive through and phone order taking
Frequently asked questions
- What is a good containment rate for an AI agent?
- Across 56 public AI deployments, the median containment rate is 70%, and the middle half of them report between 49.3% and 85%. Share of conversations the AI resolves without a human taking over.
- How do you measure containment rate?
- 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.
- How does containment rate differ by industry?
- The median containment rate is 75% in banking (11 deployments), 83% in travel and hospitality (8 deployments), 70% in telecommunications (7 deployments), 70% in energy and utilities (5 deployments), 70% in media and entertainment (5 deployments), 72.5% in logistics and transportation (4 deployments), 38.5% in retail and ecommerce (4 deployments) and 65% in insurance (3 deployments). Industries with fewer than 3 reported values are not shown.
- Which AI use cases report the best containment rate?
- Among use cases with at least 3 reported values: AI assistant for HR and policy questions (median 94%, 3 deployments); AI agent for parcel tracking and delivery exceptions (median 85%, 3 deployments); AI agent for account and card servicing (median 84.8%, 4 deployments); AI agent for device and connectivity troubleshooting on voice and chat (median 70%, 3 deployments).
- Do AI vendors report a different containment rate than the organizations themselves?
- Claims by the organizations themselves, regulators or independent studies have a median of 73% (23 values); claims by the AI vendor have a median of 67% (33 values). The page lists both, and every value links to its source.
- Where do these containment rate numbers come from?
- From public AI deployments in the Blits.ai AI Use Case Library. Every value is quoted from a named source, each organization counts once, and "up to" claims are listed but left out of the median. Data as of 11 November 2026.