Direct Answer (TL;DR)
Yes. Brilo AI confidence thresholds can be customized so your Brilo AI voice agent routes low‑certainty interactions to fallback prompts, retries, or a human agent according to your policies. You can set numeric cutoffs for intent detection and ASR confidence, cap clarification attempts, and choose whether low confidence triggers immediate handoff or a verification prompt. These settings are configurable per workflow so teams in healthcare, banking, and insurance can balance automation and risk.
Can I change the confidence cutoff? — Yes. Brilo AI confidence thresholds are configurable per flow and can trigger retries, clarification prompts, or handoff.
How do confidence thresholds affect escalations? — Lower confidence scores can be mapped to fallback routing or immediate transfer depending on your escalation rules.
Will thresholds consider ASR quality? — Yes: Brilo AI can evaluate ASR confidence and call quality signals together to decide whether to escalate.
Why This Question Comes Up (problem context)
Buyers ask about customizing confidence thresholds because enterprises must manage risk, brand voice, and regulatory safety. In healthcare and financial services, a wrong automated answer can create privacy, compliance, or customer‑experience problems. Teams need to know whether Brilo AI can enforce strict handoffs for low‑certainty cases, and whether thresholds can be adjusted for different use cases or seasons.
How It Works (High-Level)
Brilo AI generates a confidence score for each turn that reflects intent detection confidence and supporting signals (for example, ASR confidence and call quality). The decision layer evaluates that score against the configured confidence thresholds and applies the action you choose: clarification prompt, automated retry, fallback message, or human handoff.
In Brilo AI, confidence threshold is the numeric or rule-based cutoff that decides whether the AI should proceed, ask for clarification, or escalate.
In Brilo AI, clarification prompt is the scripted follow-up question the voice agent uses to confirm caller intent before taking action.
In Brilo AI, fallback routing is the configured path (voicemail, queue, or human agent) used when the confidence threshold is not met.
For guidance about how confidence and call quality interact in live calls, see the Brilo AI call quality guidance: Brilo AI guide: Can the AI handle poor call quality?
Guardrails & Boundaries
Brilo AI supports guardrails so low‑confidence behavior stays predictable and auditable. You can define:
Escalation rules that force an immediate human handoff when specific phrases or low confidence scores appear.
Clarification limits that cap how many follow-up prompts the agent will attempt before escalating.
Action prohibitions so the AI will never complete regulated transactions unless the confidence score and policy checks pass.
In Brilo AI, handoff trigger is the configured condition (confidence score, keyword match, or clarification failure) that routes the call to a live representative. Review Brilo AI’s guidance on uncertain interactions for recommended escalation patterns: Brilo AI guide: What happens when the AI is unsure?
Do not rely on confidence thresholds as the only safety control: couple thresholds with allowed‑topics lists, mandatory disclosure phrases, and audit logging to meet enterprise requirements.
Applied Examples
Healthcare: Configure a high confidence threshold for symptom triage intents; when ASR confidence or intent score falls below the threshold, require a verification prompt and then route to a clinician if uncertainty persists. Use audit logs for downstream review.
Banking: Use stricter thresholds before discussing account balance or initiating transfers; if confidence is low, require authentication and escalate to a human agent rather than attempting a transaction.
Insurance: Set thresholds that force human review for claims with ambiguous language or low confidence in key policy identifiers. (These examples illustrate configuration patterns. Confirm policies and legal requirements with your compliance team.)
Human Handoff & Escalation
When enabled, Brilo AI voice agent workflows can transfer calls to agents or alternate flows based on threshold outcomes. Common behaviors include:
Immediate transfer when a handoff trigger fires (for example, repeated clarification failures or explicit “speak to an agent” requests).
Queuing the caller with context and the transcript so the human agent receives the confidence score, recent prompts, and suggested disposition.
Voicemail or callback scheduling when thresholds indicate poor audio quality or repeated misunderstanding.
You can also require human authorization for high‑risk steps: the Brilo AI automation pauses and signals a human to confirm before proceeding.
Setup Requirements
Define: Create the list of intents and mark which intents require strict thresholds or mandatory human approval.
Configure: Set numeric confidence thresholds and clarification attempt limits for each intent and workflow.
Provide: Supply sample call recordings and transcripts so Brilo AI can surface common low‑confidence patterns for tuning.
Integrate: Connect your CRM or webhook endpoint so handoff events, transcripts, and confidence metadata are stored in your support systems.
Test: Run staged calls and assess when the agent asks clarifying questions, retries, or escalates; adjust thresholds as needed.
Review: Schedule periodic audit reviews of low‑confidence interactions and update guardrails.
For specifics on audio and ASR considerations during setup, see: Brilo AI guide: Can the AI handle poor call quality? and for common unclear-call handling patterns, see: Brilo AI guide: What happens if the AI doesn’t understand the caller?
Business Outcomes
Customizable confidence thresholds let organizations reduce risk while retaining automation benefits. Typical operational outcomes include fewer misrouted transactions, clearer audit trails for low‑certainty calls, and predictable escalation behavior that protects regulated workflows in healthcare, banking, and insurance. Threshold tuning can also reduce agent churn by removing repetitive, low‑value escalations.
FAQs
How granular can confidence thresholds be?
You can configure thresholds per intent, per workflow, and for combined signals (intent score + ASR confidence). This lets you set stricter rules for sensitive intents and softer rules for general information queries.
Will changing thresholds affect caller experience?
Yes. Raising thresholds increases escalations and verification prompts; lowering thresholds reduces handoffs but can increase risk. Test thresholds with real call samples to find the right balance.
Can thresholds use call quality signals like SNR or packet loss?
Brilo AI evaluates ASR confidence and call quality signals alongside intent detection when deciding to escalate; include call quality in your threshold policy for noisy environments.
Do thresholds create an audit trail?
Yes. Brilo AI logs confidence scores, transcripts, and routing decisions so administrators can review why a call escalated.
Is there a recommended default threshold?
Defaults vary by deployment; Brilo AI ships with conservative defaults, but we recommend tuning thresholds using your own call data and compliance requirements.
Next Step
Review performance and long‑conversation behavior to understand how thresholds affect multi‑turn sessions: Brilo AI guide: Can the AI handle long conversations?
Assess scaling and operational impact of more aggressive escalation rules: Brilo AI guide: How does performance scale with high call volume?
Contact your Brilo AI implementation team to run a threshold tuning workshop or pilot and to connect required systems (CRM/webhooks) for handoff and audit logging.