Glossary
Approval gate
A required human approval step for specific AI actions regardless of confidence score.
Approval gates apply to action categories where the cost of a wrong autonomous decision is higher than the cost of a slower reply. Common examples include refunds over a dollar threshold, account closures, anything touching personal data, and any irreversible operation. AI drafts the reply or queues the action, but a human must approve before commit.
Related terms
- AI Agent: An autonomous software agent that can resolve customer support tickets without a human in the loop.
- Confidence threshold: The minimum confidence score AI must reach before sending a reply autonomously.
- Audit log: A per-ticket record of every AI decision, including the reply, the action, the confidence, and the source citations.