Beyond containment: how to measure real impact in AI customer experience

Most AI agents can answer questions, but far fewer actually solve problems. In this episode of AI Activations, Cobus Greyling sits down with Kane Simms, Founder of VUX World, to unpack what it really takes to move from input and output interactions to outcome driven AI.

The conversation explores why traditional metrics like containment and handle time fall short, how leading teams are redefining success around resolution and customer outcomes, and why testing AI requires more than just functional accuracy. Kane shares a practical framework for evaluating AI performance across the full customer journey, connecting design, testing, and business impact.

If you're building or scaling AI agents, this session will challenge how you measure success and show you what actually matters.

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