A New Agentic AI Metric - Containment Rate

A New Agentic AI Metric: Containment Rate

AI agents are moving from hype to real operational impact, but how do you measure whether these agents are actually delivering value? Containment rate is an emerging metric that shows how effectively AI agents complete tasks end to end without human intervention.

Dave "CAC" Kellogg and Ray "Growth" Rike break down the metric from multiple angles including:

• What containment rate measures and how it differs from legacy chatbot deflection rate

• How Agentic AI and true AI agents, not just automated workflows, change what completion means

• Why defining resolved or completed is critical for calculating the metric accurately• How containment connects to time savings, cost avoidance, and the building blocks of ROI

• Benchmarks across support, IT helpdesk, HR helpdesk, finance operations, and other common AI agent use cases

This episode explores a metric that most teams are only beginning to understand, and the conversation highlights why containment rate may become one of the most important KPIs for evaluating the real performance of agentic AI systems.