What is the containment rate for an AI Call Agent?

Containment rate is the percentage of calls that the AI Call Agent resolves fully without needing to escalate to a human.

For well-configured Televanta deployments, businesses typically achieve containment rates of 55 to 80 percent within the first 90 days.

The rate depends on the complexity of your call mix and how thoroughly your knowledge base is set up.

Televanta's operator portal shows containment rate in real time so you can track improvement and identify the most common escalation reasons.

For example, a utility company starts at a 45 percent containment rate in week one.

After adding 30 more FAQ answers and two new call flows for billing queries, containment rises to 72 percent by week eight.

Use case: A telecoms provider uses Televanta's containment report to run a monthly knowledge base sprint.

Each month the team adds answers to the top ten unanswered questions.

Containment rate increases by 5 to 8 percentage points each cycle.