What is Call Deflection? (Containment)
2 min read · Bolcho
The share of calls an AI agent fully resolves on its own, without needing a human — a core ROI metric for voice AI.
Call Deflection explained
Call deflection (or containment) measures how many conversations the agent handles end-to-end. Higher containment means fewer calls reach human staff, which is where the cost savings come from.
The goal isn't 100% — it's resolving the routine majority well and escalating the rest cleanly via warm transfer.
Why it matters for voice AI in India
Understanding call deflection helps you build voice agents that actually work for Indian callers, genuine languages, low latency, and near-cost pricing. Bolcho is built around exactly these fundamentals.
See it in a real agent
Bolcho handles this for you end-to-end. Start a voice or chat agent free.
Frequently asked questions
What does Call Deflection mean?
The share of calls an AI agent fully resolves on its own, without needing a human — a core ROI metric for voice AI.
Why does call deflection matter in voice AI?
The goal isn't 100% — it's resolving the routine majority well and escalating the rest cleanly via warm transfer.