Containment, FCR, and SLA — Not raw automation
HelloWash measures whether AI finished the work without a later Support Team contact, how often issues come back in seven days, and whether first response and resolution hit your workday targets.
Quality metrics operators can act on
True containment removes cases where the customer returns within seven days and then needs people. First contact resolution uses the same recontact window. Handler split attributes work to AI Agent, Support Team, or System. QA evaluations, ops score, and estimated membership value retained sit on top of that.
What Makes It Powerful
Containment
Work completed by the AI without staff, excluding seven-day returns that then need Support Team.
FCR and FRT
First contact resolution and first response time. Email, SMS, and webchat FRT use the corporate workday.
Handler split
AI Agent, Support Team, and System always add up to the in-scope total. Mixed SMS belongs to Support Team.
Ops score
A 0–100 agent score from the metrics the corporate enables: resolution rate, SLA, reopen, reply speed, and more.
QA
Rubrics, evaluations, calibrations, AI drafts, and coaching notes on scored interactions.
Membership impact
Estimated recurring revenue retained from memberships saved, using POS catalog prices when they exist.
Simple to Get Started
Set workday and SLAs
Business hours and per-channel first-response and resolution targets live in settings.
Read the hub
Executive, regional, and site overviews follow access type. Agents see the work inbox, not analytics.
Coach from QA
Evaluations and ops score point to staffing and coaching, not vanity automation counts.
See It in Action
Built for Real Car Wash Scenarios
After-hours voice
See AI-handled calls whose start fell outside the location workday.
Callbacks and repeat contacts
Seven-day callbacks, repeat texters, chats, emails, and submissions.
Cancellation reasons
Unified labels such as cost, moving, wash quality, and not using the service.
Team performance
Support Team credited to the person who resolved or replied — not only the assignee field.
Business Impact
Frequently Asked Questions
Is semantic NPS a survey?
Do automation minutes equal containment?
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