Adjusting the NLU Intent Confidence Threshold

When a NLU matches to an intent it outputs two pieces of information, the main intent it matched to and its confidence. Confidence shows how likely a certain intent is, between 0-100%.

To adjust your Intent Confidence Threshold, head over to the Intent page of the Agent CMS. Hit the ⚙️ icon in the header and adjust your threshold.

A higher threshold reduces false positives, meaning matches to an unrelated intent.

A lower threshold reduces false negatives, meaning missed matches.

60% Confidence threshold - Match95% Confidence threshold - No Match