Confidence-Gated Escalation
Agents that auto-respond to everything fail loudly on edge cases. Agents that escalate everything kill operational efficiency.
Generate a confidence score with every output. Auto-handle above the threshold; route below it to a human queue with full context attached.
- Generator
Primary LLM with structured outputReturns answer + self-rated confidence 0–1
- Threshold gate
Deterministic logicCompares confidence vs. policy threshold (often 0.7–0.85)
- Auto-path
Tool call or responseSends final output to user or downstream system
- Escalation queue
Database + notificationRoutes case to human reviewer with input, draft, and confidence breakdown
- 05 · Success Criteria
Defines the threshold above which auto-action is acceptable
- 06 · Failure Modes
The escalation path IS the documented failure mode
- 07 · Human Touchpoints
Sets clear rules for when humans get involved
Support agent auto-resolves tickets with confidence ≥ 0.8. Below that, ticket is queued for human review with the agent's draft, sources, and uncertainty reasons attached.