Confidence Thresholds
Tune when AI drafts are shown to agents based on confidence scoring.
Ticket0 computes a confidence score for each AI draft using a rule-based system. You control the minimum confidence required for a draft to appear.
How confidence works
After generating a response, the system combines multiple signals into a score between 0 and 1:
- KB match quality — how well retrieved articles match the query
- Classification confidence — how certain the classifier is about topic and intent
- Customer sentiment — negative or frustrated sentiment reduces confidence
- Topic risk — billing and account topics apply a penalty
- Pattern matches — more resolved tickets for similar issues increases confidence
- Draft quality — very short drafts are penalized
Configuring thresholds
Go to Settings → AI → Features → Auto-reply confidence threshold.
The threshold controls when a draft is shown to the agent. Drafts below the threshold are suppressed and the ticket lands with an empty reply box.
Recommended starting point
- Draft threshold: 60
Review draft acceptance and rejection rates weekly. If agents are frequently editing or rejecting drafts, raise the threshold.
Lowering thresholds increases the number of drafts shown, including weaker ones. Raise thresholds if you see edits or rejections rising.