AI for D2C
How Confidence Thresholds Keep AI Support Safe
Confidence thresholds decide when an AI support reply can be sent automatically and when it needs human approval.
Marqet Team2 Jul 20266 min read
What a confidence threshold does
A confidence threshold is a rule that determines whether an AI-generated support reply can be sent automatically. If the agent is confident enough, the reply is sent. If not, it waits for human approval.
Where thresholds matter most
Thresholds are especially important for complaints, refunds, damaged items, and policy exceptions. These cases often require empathy and judgment, so lower-confidence drafts should stay in the review queue.
See how MarQet CX helps
Customers email you, MarQet CX classifies the intent, pulls live order and shipping data, and drafts an on-brand reply—auto-sent or routed for approval based on your confidence threshold.