Confidence and retrieval

Analytics groups recorded assistant confidence into High (70 or more), Medium (50–69), and Low (below 50). Average confidence and the distribution include only assistant messages that have a stored confidence value. Confidence is a retrieval-related signal, not a promise that an answer is correct, complete, safe, or approved for a customer.

When low-confidence answers are present, the alert can take you to Activity filtered for low confidence. When you dismiss the alert, the browser remembers this choice for a short time only. The dismissal does not retrain the agent or change any stored score. Review the underlying conversations, their sources, and the visitor’s question. Then decide whether to improve the sources, the instructions, or a workflow.

The Performance tab also groups responses by recorded retrieval mode: Standard, Hybrid, and Deep Search. It shows counts and average confidence by mode. Not every response has a mode or a confidence value. For this reason, do not compare these charts as if they show all traffic. Use them to form a hypothesis, then validate it through Activity and controlled tests.