Glossary
Confidence threshold
The minimum confidence score AI must reach before sending a reply autonomously.
Confidence thresholds are the primary safety control on autonomous AI. A threshold of 95 percent means AI sends only when it estimates a 95 percent or higher chance the reply is correct. Lower thresholds increase autonomous coverage but also wrong-reply risk. Production teams typically tune per channel and ticket type rather than using a single global threshold.
Related terms
- AI Agent: An autonomous software agent that can resolve customer support tickets without a human in the loop.
- Auto-resolution: When AI fully resolves a customer support ticket without a human reply.
- Approval gate: A required human approval step for specific AI actions regardless of confidence score.