Confidence-gated auto-send: when your support agent should escalate to a human
This story is from 2026-10-19. It is preserved in the archive; the latest stories are on the live feed.
Most support-bot demos optimise for the wrong number: how many tickets the bot answers. The number that actually hurts you is how many wrong answers reach a customer. A bot that answers 40% of tickets correctly and escalates the rest is useful. A bot that answers 95% and is wrong on 5% is a refund-…
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- 2026-10-19 09:08 · DEV Community — AI
Confidence-gated auto-send: when your support agent should escalate to a human