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Is containment rate one of the most misleading metrics in AI customer support?

Hi, I've been looking at how AI customer support platforms measure containment rate, and I'm starting to wonder how useful it actually is on its own. The basic idea is simple: Containment rate = conversations that don't require human handoff / total eligible conversations. But the problem is that a…

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  1. 2026-10-23 22:46 · r/AI_Agents
    Is containment rate one of the most misleading metrics in AI customer support?

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