Confidence-gated routing

One of TypeSafe’s most powerful features is confidence. By being intentional with the way you gate decisions on confidence, you can build systems that are both reliable and safe.

Example: voice banking commands

Let’s imagine you are building a voice banking interface to allow the user to interact with their account verbally. While you always want to have reasonable confidence in interpreting the user’s intent, some actions are riskier than others and thus demand a higher confidence threshold.

Step 1: determine the user’s intent

Step 2: confidence-gated routing

action = response.answers["intent"]

# Below 0.6 confidence on any action, route to a human
if action.confidence < 0.6:
    route_to_support_agent(account_id)

elif action.choice == "check_balance":
    # Low stakes. 0.6 confidence is sufficient.
    show_balance(account_id)

elif action.choice == "approve_transfer":
    if action.confidence > 0.85:
        # High stakes, but high confidence. Safe to act automatically.
        approve_transfer(account_id)
    else:
        # High stakes, moderate confidence. Verify intent first.
        ask_user_to_confirm("Just to confirm: you would like to approve this transfer, is that correct?")

else:
    route_to_support_agent(account_id)

The 0.6 floor catches anything the model is genuinely uncertain about. Above that floor, each action type has its own threshold based on the consequences of acting on a wrong classification. Checking a balance at 0.6 is fine because the worst case is the user having to listen to the balance read-out. But approving a transfer requires very high confidence (>0.85), otherwise the system should ask the user to confirm. See Confidence for more details on how to think about confidence in your systems.

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Confidence-gated routing

Example: voice banking commands

Step 1: determine the user’s intent

Step 2: confidence-gated routing

​Example: voice banking commands

​Step 1: determine the user’s intent

​Step 2: confidence-gated routing

Example: voice banking commands

Step 1: determine the user’s intent

Step 2: confidence-gated routing