Bot Containment Rate

Bot Containment Rate tracks the percentage of conversations where a bot successfully handles the entire interaction without transferring to a human agent. Unlike resolution rate, containment focuses on whether the bot kept the conversation, regardless of whether the underlying issue was fully resolved. This metric measures the bot’s ability to satisfy customers within its automated scope.

Why Bot Containment Rate Matters

Signals whether your bot provides enough value to keep customers from requesting human help. Low containment means customers don’t trust the bot or it lacks the capability to handle their needs.

How to Calculate

(Conversations completed by bot without handoff / Total conversations started with bot) × 100

In TicketBoard

TicketBoard helps you track bot containment rate and related metrics from your Zendesk data. Connect your account for instant visibility.