The Cost of Containment
Cost per contained call		Cost of a call handled by IVA without going to agent
Cost per agent call		Average cost of a call handled by customer service agent
Calls per day		Average number of calls per day
Current containment rate		The percentage of calls handled by the IVA alone
Monthly agent cost		Monthly agent cost
Monthly IVA cost		Monthly IVA cost
The Impact of Accuracy
Pre-Training
Current accuracy rate		The current accuracy of the speech recognition (ASR) and natural language understanding (NLU) system
Number of interactions per call		The average number of interactions per call
Number of errors before requesting agent		The number of inaccuracy errors a customer will tolerate before giving up on the IVA
Rate of agent transfers due to inaccuracy		The percentage of customers that give up on the IVA due to inaccuracy
Containment failure rate from inaccuracy		The percentage of calls that are not contained due to lack of accuracy
Post-Training
New accuracy rate		The new accuracy rate after training
New rate of agent transfers due to inaccuracy		The number of customers that give up on the IVA due to inaccuracy
New containment rate		The new containment rate with improved accuracy
The ROI on Accuracy
New monthly agent cost		The new monthly cost of agents, post-training
New monthly IVA cost		The new monthly cost of agents, post-training
Dollars Saved - Monthly		The amount of money saved per month with a better trained model
Percentage Saved		The percentage of money saved with a better trained model