What is Containment rate?

Share of calls resolved without a human.

Containment is the proportion of calls an automated system handles end to end without transferring. It is the headline figure for automation value, and it is meaningless without a resolution measure beside it — a call that was contained and unresolved is a call the customer will make again.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.