Understanding AI Confidence Scores



Every AI response includes a confidence score from 0-100%. This indicates how sure the AI is about its answer.

Score Ranges



| Score | Meaning | Action | |-------|---------|--------| | 80-100% | High confidence | Auto-resolve eligible | | 60-79% | Medium confidence | Suggest to agent, don't auto-resolve | | 40-59% | Low confidence | Show as reference only | | 0-39% | No match | Route directly to human agent |

What Affects Confidence



  • •Article relevance — how closely the KB article matches the question
  • •Question specificity — "How do I reset my password?" scores higher than "help"
  • •KB depth — more articles on a topic = higher confidence
  • •Article freshness — recently updated articles score slightly higher


    • Viewing Confidence



  • •Each ticket shows its AI confidence percentage
  • •The dashboard Quality Score is the average across all AI resolutions
  • •Individual ticket detail pages show which KB article was matched


    • Improving Scores



  • 1.Write articles that directly answer common questions
  • 2.Use customer language, not internal jargon
  • 3.Keep articles focused on one topic each
  • 4.Update articles when confidence drops