In this episode of The Metrics Brothers, Ray “Growth” Rike and Dave “CAC” Kellogg break down one of the emerging metrics in the Agentic AI era: Containment Rate - the percentage of tasks an AI agent completes (resolves) end-to-end without human intervention.
They explore multiple aspects of the Containment Rate Metric including:
- How containment rate differs from classic chatbot metric - deflection rate
- Why defining “resolved” and/or "completed" is essential to calculating containment rate
- How the metric connects directly to ROI
- Why ROI needs to include both the benefit (cost-savings) and the investment (expense) for the AI Agent
Ray and Dave also trace the history of containment from IVR to Chatbots to LLM-powered agents, debate common misconceptions, and outline benchmarks across customer support, IT, HR, and back-office agentic AI workflows.
If you’re building, buying, or benchmarking AI agents - or trying to turn AI investments into measurable ROI — this episode delivers the context, clarity, and humor only The Metrics Brothers can provide.
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