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How conversation to completion moves contact centers past containment

This story is from 2026-09-11. It is preserved in the archive; the latest stories are on the live feed.

For years, contact centers measured success by containment: how many calls never reached a human agent. That metric increasingly misses the point, since a call can be contained and still leave the customer without an actual answer. The shift underway is toward conversation to completion, tracking w…

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  1. 2026-09-11 14:20 · SiliconANGLE AI
    How conversation to completion moves contact centers past containment

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