Short answer
A confidence threshold is the score an AI reply must beat before it sends without a human. Below the line, the draft waits in the inbox.
Worked example
Brands often start with a high threshold (auto-send only obvious order-status replies) and lower it as they review a week of drafts.
This term sits in the AI customer support hub. Use the related pages below for the full playbook.
Frequently asked questions
What does Confidence threshold mean for a D2C brand?
A confidence threshold is the score an AI reply must beat before it sends without a human. Below the line, the draft waits in the inbox.
Where should I track Confidence threshold?
Start in the AI customer support guide and the linked calculators or product pages. MarQet CX is built around this operating problem.