Your voice AI is talking. But is it actually working?
Inside: why 1 in 3 outbound calls complete without achieving their goal, why containment rate is a vanity metric, what agents are really doing after calls end, and the 7 questions that expose any voice AI vendor.
The Framework
The measurement model the industry has been missing. We make the case for why containment rate — the metric most vendors lead with — is too blunt to tell you anything useful, and introduce the five-dimensional framework that separates AI that sounds good from AI that actually completes work.
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The Data
First-party analysis of thousands of production calls from Q1 2026. You'll see exactly how calls are ending, what actions agents are and aren't triggering, and where the gap between "call handled" and "work completed" shows up in real numbers. Every chart tells you what the data means and what to do about it.
The Commercial Toolkit
A practical buyer scorecard and seven vendor questions you can use immediately. Whether you're evaluating a new platform or reviewing an existing contract, this section gives you the language to demand proof of real performance — not just polished metrics.
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Inside the Guide
The Data
Why 1 in 3 outbound calls complete with neither the goal achieved nor the workflow finished and why your dashboard probably isn't showing you this
Are You Measuring The Wrong Metrics?
Why containment rate is a vanity metric — and the 5 dimensions that actually prove your AI programme is delivering
First Party Insights
What agents are really doing after calls end: bookings triggered on just 1.2% of calls, information extracted on 58% — and what that gap means for your ROI
Commercial Toolkit
The 7 questions that expose any voice AI vendor — and the scorecard to audit your programme today