Direct Answer (TL;DR)
Call containment rate in Brilo AI measures the share of inbound calls that the Brilo AI voice agent fully handles without transferring to a human or requiring external systems. It is calculated as the number of contained calls divided by the total number of answered calls, expressed as a percentage, and reflects containment, call deflection, and call automation performance. Brilo AI exposes this metric in reporting so teams can track improvements, tune routing and confidence thresholds, and quantify automation impact alongside first-call resolution and human handoff rates.
What is Brilo AI's call containment rate? — The percentage of answered calls resolved by the Brilo AI voice agent without a human transfer; reported as contained_calls / answered_calls × 100.
How does Brilo AI calculate containment? — By counting calls that complete an approved workflow with no handoff and dividing by total answered calls in the same period.
How is containment different from deflection? — Containment means the AI completed the interaction; deflection can include redirects to self-service channels or callbacks.
Why This Question Comes Up (problem context)
Buyers ask about call containment rate because it directly ties to operating cost, staffing, and service coverage for regulated enterprises. In healthcare, banking, and insurance, leaders need a defensible metric to show how much call volume is automated vs. escalated. Containment rate helps operations, compliance, and finance teams decide routing rules, staffing levels, and which workflows to prioritize for improvement.
How It Works (High-Level)
Brilo AI determines containment at the end of each call using configured routing rules, confidence thresholds, and workflow completion signals. A call is marked contained when the Brilo AI voice agent completes an approved task (for example, booking an appointment, providing account balance, or closing a verified claim step) without triggering a human handoff or fallback to a manual workflow.
A contained call is one that completes a preconfigured Brilo AI workflow without transfer to a human agent. Call containment rate equals the percentage of answered calls that finish as contained calls in a reporting period.
For details on how Brilo AI scales and measures performance under load, see the Brilo AI performance scaling documentation: How does performance scale with high call volume?
Related terms used across Brilo AI reporting include containment, call deflection, call automation, handled calls, routing, and human handoff.
Guardrails & Boundaries
Brilo AI enforces operational guardrails so containment metrics are accurate and safe for regulated use cases. Typical guardrails include confidence thresholds that force a handoff when intent or PII handling confidence is low, maximum call duration limits, and explicit workflow boundaries that prevent the agent from attempting regulated transactions unless authorized.
A containment threshold is a configurable rule that decides when a call is considered resolved versus when it should be escalated to a person. Brilo AI also supports compliance-oriented controls for outbound and inbound routing; for more on telephony compliance and list handling, see: How Brilo AI ensures TCPA & DNC compliance.
Do not use containment rate alone to judge quality. A high containment rate with low first-call resolution or poor customer satisfaction may indicate unresolved issues or overly aggressive automation.
Applied Examples
Healthcare example: A medical scheduling workflow is configured so Brilo AI confirms patient identity, checks appointment availability, and books or reschedules appointments. A contained call is one where the agent completes booking without transferring to clinical staff. When deploying in healthcare, configure data handling and identity verification steps per your legal and operational policies; Brilo AI can be set to hand off when identity confidence is low.
Banking example: A Brilo AI voice agent provides account balance, recent transaction summaries, and simple payments within predefined limits. A contained call is one where the customer’s request is completed without a transfer to a human agent. For higher-risk transactions, configure Brilo AI to escalate automatically.
Insurance example: Brilo AI triages claim intake questions and opens a claim record when required fields are collected. Contained calls complete intake flows; complex claims are routed to human specialists.
Note: Mentions of HIPAA, SOC 2, or other frameworks are for design consideration only. Review Brilo AI documentation and your compliance team before asserting legal or certification claims.
Human Handoff & Escalation
Brilo AI supports multiple, configurable handoff paths:
Automatic transfer to a queued human agent when confidence thresholds or business rules require human review.
Warm transfer that passes collected context and metadata to the agent or CRM, reducing repeat questions.
Escalation to a secondary workflow (for example, routing to fraud review) or triggering a webhook to your case management system.
Handoffs are logged and labeled so containment reports exclude transferred calls. You can configure which intents, confidence scores, or PII checks trigger an immediate handoff versus an assisted recovery path.
Setup Requirements
Define workflows: Map the call flows you want Brilo AI to contain, list required fields, and identify allowed completion actions.
Provide sample data: Upload intents, example utterances, and anonymized call transcripts to train and validate the workflows.
Configure routing: Set inbound phone numbers, queue priorities, and confidence thresholds that trigger handoff or containment.
Integrate systems: Connect your CRM, case system, or webhook endpoint so Brilo AI can read/write records and pass context on handoff. See the Brilo AI overflow use case for routing examples: AI Phone Agents for Overflow & After Hour Support.
Test and iterate: Run pilot traffic, review containment and handoff logs, and adjust prompts and thresholds.
Roll out monitoring: Enable reporting and alerts for containment drops and increased handoffs.
If you require integration with a specific third-party system, Brilo AI typically needs API endpoints, authentication details, and field mappings. Do not share sensitive production data before arranging secure onboarding with Brilo AI.
Business Outcomes
Accurate call containment tracking helps operations teams:
Reduce unnecessary human handle time by identifying and expanding contained workflows.
Improve staffing forecasts by separating contained vs. human-handled volumes.
Measure the effect of tuning prompts, confidence thresholds, and routing rules on automation effectiveness.
Maintain service coverage outside business hours by quantifying overflow containment.
Containment rate is an operational metric best used alongside quality signals such as customer satisfaction, call duration, and first-call resolution.
FAQs
How exactly is containment calculated?
Containment = (number of contained calls ÷ total answered calls) × 100. Contained calls are those that complete a configured Brilo AI workflow with no human transfer or external escalation.
Do abandoned or voicemails count in the containment rate?
No. Brilo AI’s containment rate uses answered calls as the denominator to reflect the agent’s handling performance. Configure reporting windows consistently to avoid skewed results.
Can Brilo AI report containment by workflow or intent?
Yes. Brilo AI can break down containment by workflow, intent, or phone number so you can identify which automations perform best and where handoffs concentrate.
Should I target a specific containment rate?
Targets depend on risk tolerance, customer experience goals, and regulatory constraints. Use containment trends and quality metrics together to set realistic, defensible targets.
How do confidence thresholds affect containment?
Lower thresholds usually increase containment but may raise error or handoff rates later. Higher thresholds reduce false positives and increase early handoffs. Tune thresholds empirically during pilots.
Next Step
Review Brilo AI performance and scaling guidance to understand how containment behaves under load: How does performance scale with high call volume?
Explore Brilo AI resources on call center outcomes and automation planning: How AI Voice Agents Help Reduce Customer Support Call Center Costs
If you plan enterprise integration, review Brilo AI integration options for case and claims systems: Integrate AI Phone & Voice Agents to CCC Intelligent Solutions
For implementation help, contact your Brilo AI representative to schedule a pilot focused on containment measurement and tuning.