What is Digital Containment?

Digital Containment is a concept that transcends mere call volume statistics.

It's not about the number of "answered calls," "automated calls," or "diverted calls."

Instead, picture this: a virtual assistant stepping in, not just to handle customer calls but also post-call activities. That's the essence of Digital Containment. It's the percentage of the total workload previously managed by human agents that is now efficiently handled by virtual agents or digital channels.

How is it Measured?

Digital Containment is measured as a percentage. It quantifies the extent to which your voicebot or virtual assistant can successfully manage tasks that were once human-centric. When your customer support services (normally referred to as T1 and T2 support) include +300 topics (also referred to as intents) the DC is calculated in respect of the overall work required to handle the said perimeter.

Why is it Relevant?

In an era where efficiency is currency, Digital Containment is a treasure chest. Here's why it matters:

Cost Savings: The more tasks your voicebot can contain, the fewer human resources are required. This translates to significant cost savings.

Enhanced Efficiency: Digital Containment is a barometer of operational efficiency. It signifies the degree to which your virtual assistant can streamline processes.

Improved Customer Experience: For your customers, it means quicker responses and more immediate issue resolution, leading to a more satisfying experience.

How Can You Seek Proof?

The crux of the matter lies in proof. It's one thing to hear about the potential, but what you need are validated results. Here's how to seek them:

Case Studies: Look for case studies that showcase real-world scenarios where Digital Containment has been achieved and measured.

Client References: Talk to current clients of the vendor and inquire about their experiences with Digital Containment.

Data Insights: Request data-driven insights and key performance indicators (KPIs) that demonstrate the efficiency and effectiveness of the technology.

In the upcoming posts in this series, we'll delve deeper into the metrics that matter in the world of voicebot technology. Stay tuned as we continue to explore the landscape where substance triumphs over hype.

Have questions or insights to share about Digital Containment? Feel free to contact our team.