Our summary
This guide explains a way to sort voice banking requests based on risk and certainty. Developers use this method to let an AI assistant handle safe tasks quickly. At the same time, it stops the software from making mistakes on important actions like money transfers.
The software looks at what the user wants and how certain it is about that request. Simple actions like checking a balance go through easily. If a user wants to move money, the software asks them to confirm the action or sends the request to a human worker.
This approach is useful for developers building automated customer service tools. The certainty scores only direct the request and never authorize a transaction. Standard security checks like passwords are still required. The exact numbers used in the examples must be adjusted for different companies and tasks.
Key takeaways
- Treat what the user wants and how sure the software is as two separate pieces of information.
- Require a much higher level of certainty or user confirmation for risky actions than for simple lookups.
- Send confusing or uncertain requests to a real person instead of guessing a safe response.