What one routed ticket taught us about confidence
A single ticket, routed by an agent with a measured confidence low enough to flag it, is worth more than a hundred silently correct guesses.
The interesting agent is not the one that always gets it right. It is the one that knows when it is not sure, and says so.
Silence is the dangerous case
A system that is confidently wrong is worse than a system that is quietly idle, because the confident mistake is the one nobody chases. The uncertain answer, by contrast, arrives with a handle: a confidence number that tells a person where to look.
Confidence is a routing decision
When a ticket lands below the threshold, it goes to a person. That is not a failure of automation. It is the automation doing its actual job: deciding which decisions are safe to make and which are not.
One routed ticket, flagged by its own uncertainty, can be the proof that the whole pipeline is working, because it shows the boundary between “safe to act” and “worth a human” is being respected.