AI Support & Agents

Confidence Score

Definition

A confidence score is a value an AI system assigns to a prediction or answer that estimates how likely it is to be correct — used to decide whether the AI should act automatically, ask for clarification, or hand off to a human.

Also known as: confidence levelcertainty scoreAI confidence

How it works

Depending on the model and task, a confidence score can come from the probabilities behind a prediction (for classification like intent detection) or from heuristics and secondary checks layered around a generated answer. It's usually expressed as a number, often between 0 and 1 or as a percentage.

Support systems set thresholds on it: above a high threshold the agent answers or acts automatically; in a middle band it may ask a clarifying question; below a low threshold it escalates to a human with context.

Why it matters for support

Confidence scores are a core lever for safe automation. They let you tune how aggressive an AI agent is — resolving routine, high-confidence tickets on its own while routing uncertain ones to humans, so automation grows without sacrificing accuracy.

Frequently asked

Does a high confidence score mean the answer is correct?

Not always. Confidence estimates likelihood, not certainty — models can be confidently wrong. That's why confidence is used alongside grounding and guardrails, not as a sole guarantee.

How is a confidence score used in practice?

It's compared against thresholds to decide whether the AI answers automatically, asks for clarification, or hands off to a human agent.

Related terms

Human Handoff

Human handoff is Macha's principle of keeping a person in the loop on anything customer-facing — most concretely through confirmation gates that pause an agent before any write action in interactive chat, and escalation patterns that route hard cases to your team..

Intent Recognition

Intent recognition is the process of identifying what a customer is trying to accomplish from their message — such as "track an order," "request a refund," or "cancel a subscription" — so the system can route or resolve it correctly..

Text Classification

Text classification is the task of automatically assigning a category or label to a piece of text — such as tagging a support ticket by topic, language, or priority..

AI Guardrails

AI guardrails are the rules, checks, and constraints placed around an AI system to keep its behavior safe, on-topic, and within policy — controlling what it can say, do, and access..

AI Hallucination

An AI hallucination is when a language model generates a response that is fluent and confident but factually wrong or fabricated — inventing details, policies, or sources that don't exist..

Put these ideas to work

Macha is an AI agent layer that sits on top of the help desk you already run — Zendesk, Freshdesk, Front, Intercom, or Gorgias.

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