Tag
#NLU
ServiceNow
Virtual Agent Confidence Thresholds: Tuning Without Breaking Trust
How to tune Virtual Agent confidence thresholds so the bot neither hands off too eagerly nor stubbornly insists on resolving what it cannot.
ServiceNow
Tuning Virtual Agent NLU for Real Conversations, Not Demos
Vendor demos hit 95 percent intent accuracy on five intents. Production has 80. Here is the model lifecycle and the data sampling that closes the gap.