Containment rate is what call-center analysts use to measure how much of the conversation volume the automation absorbs. It counts an interaction as 'contained' if the customer did not request a human, did not escalate, and did not call back about the same issue within a window.
The metric is more meaningful than raw deflection because it includes the callback tail, a deflected call that the customer calls back about an hour later was not really deflected. A useful vendor reports containment with the callback window in the methodology.
In practice, the right containment number depends on the use case. For booking and rescheduling, ninety percent is realistic. For complex disputes or anything regulated, fifty percent is closer to honest.