AI Agent
Confidence Thresholds
How Ticket0 decides between auto-send, human review, and human-required handling.
Ticket0 computes a confidence score for each AI draft using a rule-based system. Thresholds control which path the conversation takes.
Decision bands
- Above your auto-send threshold (default 75%): draft is ready to send (
auto_send) - 60% to threshold: draft requires operator review (
human_review) - Below 60%: draft is suppressed and ticket routed to human (
human_required)
What affects confidence
Confidence is not one signal. It combines:
- Knowledge base match quality
- Classification confidence
- Customer sentiment
- Topic risk penalties (for example billing/account)
- Similar historical resolution patterns
- Draft quality indicators (for example very short drafts are penalized)
Adjusting threshold
Go to Settings → AI → Features → Auto-reply confidence threshold.
Practical starting points:
- General support: 75–80
- Low-risk FAQ/order status: 80–85
- Billing/account-sensitive flows: 90+
Lowering thresholds increases automation volume and risk. Raise thresholds if you see edits/rejections rising.