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.
Set the confidence bar—auto-send above it, review below
You control when AI replies go out automatically. Complaints and low-confidence drafts stay in your approval queue.
Start free with training mode and adjustable confidence thresholds