The #1 way to hit 100% containment with your chatbot

I had to smile when I saw this discussion between Andrew Charles Moorhouse and Chris Holt on the topic of containment.

My attention was grabbed by Andrew talking about British Gas hitting 100% containment with their Conversational AI system. I thought for a moment that they were being serious and I was really curious to see what company had managed to achieve this.

(I think the absolute best I've ever seen in my own companies is something like 97%. But, this is with quite a few valid exclusions or allowances – but it was for an open text system too!)

But alas, the gents were talking about an unfortunate approach that I'm sure you'll be all too familiar with, dear reader: When the Chatbot shuts you down with a 'we're closed, k-thanks-bye' approach.

Andrew has a fabulous screenshot on one of his comments showing exactly this happening (direct link).

So there you have it: The guaranteed way to make sure every chat interaction is fully contained by your Conversational AI? Make sure it 'does a British Gas' and lobs a contact-centre call to action then leaves the chat. Boom. Job done.