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Part XII — Building Real Products (End-to-End Projects)/35. Project 4: Customer Support Triage Assistant/35.4 Escalation logic and confidence thresholds
35.4 Escalation logic and confidence thresholds
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The Confidence Score
When you ask for classification, ask for a `confidence` score (0.0 to 1.0).
- Confidence > 0.9: Auto-reply (if safe).
- Confidence > 0.7: Draft a reply, but put it in "Drafts" for a human to approve.
- Confidence < 0.7: Do nothing. Route to human inbox.
Escalation Triggers
Hard-code certain triggers to ALWAYS escalate:
- Keywords: "lawyer", "sue", "illegal", "injury".
- Sentiment: "Furious", "Angry".
- Topic: "Data Breach", "Security Vulnerability".
The AI is a triage nurse. It should handle the scrapes and bruises, but call the doctor for the heart attacks.