Chatbot Containment Is Not Proof of Resolution, Scorecard Argues

An operating guide argues that a chatbot conversation closing does not show a customer's problem was solved, since it may reflect abandonment or a switch to another channel. It recommends tracking containment and verified resolution as separate measures tied to a case or issue rather than a bot session. The author suggests small firms can start with a ticket tag, a defined time window, and a weekly manual sample. It stresses fixing metric definitions before reviewing results to avoid shaping measures around a product's preferred story. Visible human escalation routes are also presented as necessary, since appropriate handoffs can be good outcomes.