Confidence score

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Sylwia Kocur
2 min read
updated: Nov 24, 2023
This article applies only to bots created manually. If you created your bot automatically, the AI Assist will handle the answers. It will not be calculating the score.
This article applies only to bots created manually. If you created your bot automatically, the AI Assist will handle the answers. It will not be calculating the score.

What is Confidence scoreLink icon

The confidence score lets you decide precisely how your bot should interpret the user’s words.

Whenever the user types a message, the bot analyses its accuracy and pairs it with the most matching interaction. The accuracy is shown as a number; the higher the number, the better the match. This result is called a matching score. So, if there are three available user inputs, the bot will choose the one with the highest result.

The confidence score settings affect both Keywords and Machine Learning matching systems.
The confidence score settings affect both Keywords and Machine Learning matching systems.

Moreover, the confidence score functions as a threshold that determines the lowest matching score that is acceptable to trigger a bot response. If the matching score falls below the confidence score, the bot will trigger a Fallback interaction.

You can provide an effortless and smooth chatting experience by setting the confidence score correctly.

Confidence score valuesLink icon

The default confidence score is set to 70%. You can decide which value fits your bot best. Remember that the confidence score must be set in the range of 0 - 100.

Setting a low confidence score value is recommended only in a limited number of scenarios. This setting is set to the whole bot structure, so the lower the score, the more bot responses can be triggered.
Setting a low confidence score value is recommended only in a limited number of scenarios. This setting is set to the whole bot structure, so the lower the score, the more bot responses can be triggered.

How to change the confidence scoreLink icon

  1. Open your bot.

  2. Click on the Settings icon in the top bar.

  3. Click on Bot settings.

  4. Set the value. You can type it or adjust the slider.

  5. Close the window. You can test your bot.

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