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. Dismissing that alert is local to the browser for a short period; it does not retrain the agent or change any stored score. Review the underlying conversations, their sources, and the visitor’s question before deciding whether to improve sources, instructions, or a workflow.

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