Summary
This article explains how confidence thresholds work and how they help control when AI should reply or escalate.
What Is Confidence Threshold?
Confidence threshold is a setting that controls:
- How sure AI must be before replying
- If confidence is below threshold, AI sends chat to human
Why Threshold Is Important
It prevents:
- Wrong answers
- Guess-based replies
- Customer frustration
Higher threshold = safer replies but more handoffs
Lower threshold = more AI replies but higher risk
How to Set Threshold
In AI settings:
- Choose confidence percentage
- Set fallback rules
Recommended:
- Start with higher threshold
- Reduce gradually as AI improves
Monitoring AI Decisions
You can review:
- AI answered chats
- Escalated chats
- Customer feedback
Use this to fine-tune threshold.