Stop measuring AI agents by "containment rate"

Containment rate (the share of conversations the bot handles without a human) is the default AI support metric. We think it rewards the wrong thing. A bot can contain a conversation by never letting the customer reach a person.

With customers, we track the outcome instead: was the payment made, the policy renewed, the meeting booked, the issue resolved? One real estate customer cut outreach costs by about 70% and finished a month of calls in under a tenth of the time. That's a number a CFO cares about. Containment isn't.

What metric does your team use to decide if an AI tool is worth keeping?

Support our launch, last 1 hour remaining!! https://www.producthunt.com/products/unleashx