Our summary
Noul is Jev's name for a yes-or-no question. Its answer is a number from zero to one: near one means a strong yes, near zero a strong no, and the middle means the model considers both answers similarly likely. It is still an estimate.
Ask one clear question, such as whether a customer wants to speak to a person. If another fact matters, ask about it separately. The program can send several questions together, then use written rules to decide what their answers mean for the next step.
The number describes the likelihood of yes, not how much of a quality someone has. Decide action cutoffs by considering the harm of a mistaken yes or a missed yes. Middle answers can go to a person when neither automatic decision is safe.
Key takeaways
- Make a high number consistently mean yes.
- Do not confuse an uncertain yes with a medium amount of something.
- Choose cutoffs by weighing both kinds of mistake and the cost of review.