A confidence score indicates how certain an AI model is of its own answer, used to decide whether a response can be sent automatically or needs review first.
A confidence score is an internal rating an AI model assigns to its own answer, based on how sure it is of its correctness. A high score means the model trusts the answer; a low score signals uncertainty.
This score is often used to decide whether an AI answer can go straight to the customer or should first be reviewed by an agent — an important safety valve against AI hallucination.
Bugalou's AI Agent uses confidence scores to decide when a question can be answered independently and when a handoff to a human agent is the wiser choice.
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