Enterprise AI
Chatbot containment rate
The share of chatbot conversations counted as completed without handing them to a person.
Example
A service reports how many conversations remained entirely automated.
Why people use it
It helps a service measure how much conversation remains automated.
What you'll hear
“How many chats finish without a human taking over?”
What this means for you
Measure resolution and user outcomes alongside containment.
Can you control it?
No
No direct control. This describes a wider issue, concept or result rather than something you can simply switch on or off in a tool.
Common questions
- Does high containment prove customers were helped?
- No. Users may abandon the conversation or remain dissatisfied.
- Does leaving the chat always count as a resolution?
- It should not be assumed. Reporting rules may count abandonment differently from a successfully solved problem.
- Can a lower rate sometimes be desirable?
- Yes. Passing difficult or sensitive cases to a person can be the better service outcome.