Data
Benchmarks, surveys and numbers on support volume, cost and AI adoption, with sources.
- Articles
- 8
- Latest
- Oct 2026
08 All Data articles, newest first
IVR Containment Rate: Formula, What Good Looks Like, and Why It Misleads
IVR containment rate formula, how to measure true containment by removing hang-ups and 72-hour repeat calls, and how it compares to chatbot and AI containment.
A Reality Check on AI Deflection Rates
Vendor demos imply most tickets can be automated. Reported medians are far lower. What share of your queue is genuinely automatable and how to find out.
Deflection vs Resolution: Formulas, a Worked Example, and the Metric That Hides Failure
Deflection rate vs resolution rate, with both formulas and a worked example. Why AI deflection counts customers who gave up, and what to measure instead.
Build a Cost Per Resolution Model You Can Defend
The cost per resolution formula for customer support, what to include in the numerator and denominator, a worked model, and how to use it to compare hiring against automation.
Anatomy of a Support Queue: How to Analyse Your Own
A repeatable method for analysing a support queue by topic and cost, what the distribution usually looks like, and what to do with the result.
Containment Rate vs Resolution Rate: What Containment Really Measures
Containment rate meaning, formula, and how IVR, chatbot and AI agent containment differ, plus why it flatters results and what to report to leadership.
What AI Support Actually Resolves (And What It Does Not)
An honest map of which support question types automated resolution handles well, which it handles badly, and how to work out where your queue sits.
The Support Dashboard That Survives Scrutiny
Which support metrics to report, which to leave off, and how to build a dashboard that stays honest when automation enters the picture.
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