How does an AI Email Agent decide whether to reply automatically or involve a human?

Televanta's AI Email Agent uses a confidence threshold system.

When the AI identifies an email's intent and matches it with a high-confidence answer from your knowledge base, it responds automatically.

When confidence falls below your configured threshold due to ambiguity, sensitivity, or an out-of-scope topic, the email is flagged for human review with a draft reply already prepared.

You control the threshold and most businesses start conservatively and increase automation as they build confidence in Televanta's accuracy.

For example, a customer emails "I need to return something." Televanta identifies this as a returns request with high confidence, pulls the returns policy from the knowledge base, and sends an automatic reply with the returns instructions.

A customer who emails "I have a complex issue with my account that has legal implications" triggers a low confidence score and is immediately flagged for a senior human agent with a draft context summary.

Use case: A software company sets its Televanta confidence threshold at 85 percent for the first month.

This results in 55 percent of emails being answered automatically.

Each week the team reviews the flagged emails and adds common queries to the knowledge base.

By month three the threshold is raised to 90 percent and 78 percent of emails are handled automatically.