Every AI Call, Accounted For.
Most voice AI is sold on a containment rate: the share of calls that never reached a person. That counts a caller who hung up in frustration as a success. We show you where every call actually ended up, what the AI looked up before it answered, and every promise it made that its tools did not keep.
What contact centers report about AI voice agents
2 in 5
contact centers have no systematic way to quality-assure calls their AI handles
34%
of US consumers say they would never prefer AI, and always want a human
63%
of consumers are concerned about difficulty reaching a human agent
39%
have stopped, paused or rolled back an AI deployment, most often over accuracy
Source: ContactBabel, The Inner Circle Guide to Voice AI (US edition), September 2026. Survey of 500+ US contact centers and 1,000 US consumers.
Four answers, not one percentage
Where Every Call Ended Up
Every finished AI-answered call is filed in exactly one of four places. A call whose post-call review has not run yet is shown as awaiting review and left out of every rate, so an unfinished month looks unfinished instead of quietly better.
Resolved
The AI handled the call and a post-call review found the issue resolved, including calls where it booked the follow-up the issue needed. A caller hanging up is never counted as resolved on its own.
Transferred
A person took over: a named colleague accepted the handoff, the caller was queued, reached voicemail, or left a callback request. Attempts that rang out are counted here too, not hidden.
Gave up
The caller left without what they came for: hung up while a transfer was being arranged, hung up without speaking, or the conversation ended with the issue still open.
Dropped
We ended it. The relay, the model or the carrier failed, or the call reached its maximum length. Counted against the resolution rate, never quietly left out.
Containment as Usually Reported vs. Here
| Situation | Typical containment rate | Call Coach IQ |
|---|---|---|
| Caller hangs up frustrated | Counted as contained: it never reached an agent | Gave up, once the post-call review finds the issue still open |
| Caller hangs up on hold for a transfer | Counted as contained, or not counted at all | Gave up waiting for a person, whatever else happened on the call |
| The call drops mid-sentence | Often missing from the denominator | Dropped, and in the denominator, so an outage lowers the rate |
| Review has not run yet | Assumed resolved | Shown as awaiting review, and left out of every rate |
| Cost | Per call, which falls whenever the AI gives up faster | Per resolved call, stated as a lower bound |
Live IQ
Watch It Answer, and Take Over When It Should Not
The failure that matters most on an AI call is invisible in the transcript alone: an answer delivered confidently that the AI looked up nowhere. Live IQ puts the conversation and the evidence side by side, while the call is still happening.
What the caller heard, beside what the AI knew
Every live call in one board: the conversation in the middle and every lookup the AI made on the right, request and response, so a confident answer that came from nowhere is visible while it is being said.
Which documents it used
Each Knowledge Base search on the call, with the entries it returned. A search that found nothing is called out, because whatever the AI said next did not come from your documents.
Take the call, without waiting to be rung
Anyone you have authorised to take handoffs can pick up a live call from the AI in one click. Callers waiting for a person are listed with the summary that is on screen for whoever answers.
The callback queue, claimable
When nobody was free, the AI took a callback request. The queue is one click to claim, so two supervisors never call the same customer back.
After every call
Checked Against What It Actually Did
A human agent’s “I’ve put that ticket in for you” cannot be verified. An AI agent’s can, because every action it took is on the record. Every AI call is recorded, transcribed, summarised and checked.
Promises checked against actions
If the AI told the caller it opened a ticket, booked a callback or transferred them, that claim is checked against the tool calls it actually made. Unkept promises are listed with the AI’s own words.
What it misheard
An AI call has two transcripts: the one the AI acted on live, and the one taken from the recording afterwards. The gap between them is the AI’s own mishearing, measured on every call.
Disclosure, proven per call
Every call records when the approved AI disclosure finished playing, or why it did not. An alert fires on any call without it: one undisclosed call is treated as an incident, not a statistic.
Not graded on your people’s rubric
A rubric written to develop a person says nothing true about an AI, so AI calls stay out of your team’s quality averages. They are judged on what they resolved, handed over and promised.
When it hands a caller to a person
- Saying “get me a human” or pressing 0 reaches a person even if the AI itself has stopped responding: that route is enforced outside the model, not left to it.
- The caller is told they are being transferred and put on a short hold, rather than left in silence.
- The person who answers hears a short spoken summary before they are connected, and presses a key to accept.
- When the call goes to a named teammate, the caller’s account and history are on their screen before the phone rings, so the caller does not start again.
- If nobody is free, the AI takes a callback request instead of leaving the caller on hold indefinitely.
Who Benefits from AI Voice Agent Oversight
For the Customer
A clear route to a person, a transfer where you do not have to start again, and an AI that tells you what it is before it says anything else.
For the Agent
You can see what the AI said and what it looked up before a caller reaches you, and you can take a call over yourself instead of waiting to be rung.
For the Business
A resolution rate you can defend in a board meeting: calls that gave up and calls that dropped count against it, and cost is divided by what was actually resolved.
Questions Buyers Ask
What is a good containment rate for an AI voice agent?
It depends on what is counted. A rate that counts every call that did not reach an agent includes callers who hung up in frustration, so it can look high while customers are failing. Industry research puts typical voicebot containment around 22%, and suggests 30–40% as a realistic initial target. We report resolution only where a post-call review confirms it, so our number is lower than a deflection figure and means more.
How do you tell a resolved call from a caller who gave up?
Two cases are structural: a caller who hangs up while a transfer is being arranged, or without ever speaking, gave up. For every other call that ends without a transfer, a post-call review reads the transcript and judges whether the caller’s issue was resolved, left open, or handed to a follow-up. Until that review has run, the call is shown as awaiting review and left out of every rate.
Can a supervisor take over a call from the AI?
Yes. Live IQ lists every call the AI is on, and anyone you have authorised to take handoffs can pick a call up in one click, without waiting for the AI to escalate. A caller can also reach a person at any time by asking for one or pressing 0.
Is the AI scored with the same rubric as human agents?
No. AI calls are transcribed, summarised and checked, but kept out of your team’s quality averages. They are measured on outcomes, kept promises, mishearing and disclosure instead.
How It Fits with the Rest of the Platform
What the agent can do on a call: a playbook distilled from your best calls, trust-tiered caller data and live network diagnostics.
The monthly ledger behind the four-way split: trends first, cost per resolved call, and rates withheld until a month has enough calls to mean anything.
The documents the agent answers from, and the entries Live IQ shows it actually used on each call.
Why AI calls are kept out of a rulebook written for people, and what is checked on them instead.
See Where Your Calls Would End Up
Book a walkthrough and we'll show you a live call on the Live IQ board, the post-call checks on a finished one, and the month-by-month outcome split.
Request a DemoEnterprise plan. Live today as a single-tenant pilot, armed per company and per phone number after a provisioning step and your own sign-off on the disclosure wording.