Containment rate is a useful metric for measuring the success of a generative agent, but optimizing for it at the expense of customer experience can backfire. If you introduce too much friction, preventing customers from getting the help they need, frustration will build quickly. While your containment rate might improve, it will likely come at the cost of another channel—and certainly at the cost of good CX. Heather Reed, Product Manager at ASAPP, shares why CX leaders should look beyond containment rate and what a more balanced approach leveraging FCR looks like. Watch the full conversation here: https://lnkd.in/dwf-CpFd
