Use cases· Last updated 2026-09-21

Customer support confidence thresholds with Jev

Triage already picked a queue. This pack decides what happens next: is the customer asking for a refund, does a drafted reply violate policy, should a macro fire? Jev judges; macros, agents, or humans act. Jev does not send the reply.

This unofficial page is the confidence thresholds slice of the customer support actions pack. Intent: apply the Jev (TypeSafe System One) decision model to customer support actions confidence thresholds. Primary search language: Customer support Jev confidence thresholds. Confirm patterns on docs.typesafe.ai. This site does not sell, issue, or proxy TypeSafe keys. Use a credential you already have from the console or a documented gateway.

Independent angle (cover ≠ clone): Full support-action pack (contracts → thresholds → handoff → audit) beats a single support-triage-choice recipe. This pack is refunds, commitments, and policy replies — not a clone of rival recipe IA, and not a duplicate of the triage routing pack. Treat floors as production gates and price the false-reject cost — official 0.5/0.9 sketches are illustrations.

Customer support use-case context

Thresholds turn customer support actions answers into act / review / abstain. They are product policy, not a hyperparameter TypeSafe ships. Official 0.5 / 0.9 sketches are illustrations. This slice also carries the false-reject discussion: over-gating customer support actions hides calibration.

Hub: Support triage hub. Compare, when the other tool is the real job: ticket queues.

Confidence Thresholds inputs

You need (1) pinned answers on a frozen contract and (2) labels for send_macro / hold / escalate gold from senior agents, plus invented-promise gold. State shape:

{
  "ticket": { "id": "T-2201", "latest": "You promised a refund last week. Charge is still there." },
  "draft": { "body": "I issued a $400 goodwill credit." },
  "account": { "plan": "pro", "refunds_ytd_cents": 0 },
  "policy": { "refunds": "Auto-refund language only if amount extracted in code is under cap.", "promises": "Do not invent credits." }
}

Decision signals and actions

FLOORS = {
    "suggest_macro": 0.55,      # illustrations — replace
    "send_customer_reply": 0.88,
}
NOUL_TAU = 0.80  # for draft_ok

def allow(ans, action):
    return ans.confidence >= FLOORS[action]

Do not treat a Noul of 0.5 as a “medium” customer support actions score — it means yes and no are equally likely. Conjunctions stay in your code.

Guardrails and escalation

TypeSafe’s confidence-gated examples use a lower bar for recoverable reads than for irreversible actions. Those numbers are illustrations. For customer support actions, treat send_customer_reply as the high bar (sending a customer reply or issuing a credit flag). Tune on labels — see offline evaluation.

Band around 0.5 on draft_ok always reviews. Do not copy 0.80 onto Choice confidence.

Evaluation and rollout notes

• False-sends on planted invented credits
• False-holds (handle time)
• Overlap errors vs the triage pack — department misroutes belong on triage eval, not here

Fit loop: pin jev-1.13.0 → replay → plot error vs confidence → pick floors where auto-act error ≤ your SLA. Pin jev-1.13.0 (the versioned id) after you fit thresholds. jev-latest and the marketing line jev-1.13 can move. Log the response model. TypeSafe’s published list price for jev-1.13 is $0.042 per million input tokens (vendor claim — confirm on the models page); output tokens are free on that same page. Unused distractors still bill as input.

Official Python and JavaScript SDKs read TYPESAFE_API_KEY and retry documented 429/529. This site does not sell, issue, or proxy TypeSafe keys. Use a credential you already have from the console or a documented gateway.

Pack map

FAQ

Should send_customer_reply use 0.9 everywhere? No. Over-gating hides calibration and dumps the queue on humans. Fit per action.

Can I reuse a Noul τ as Choice confidence? No. Jaggedness: they are not interchangeable. See confidence.

Where is the rest of the Customer support pack? Start with Customer support decision workflow and Customer support human handoff. Cluster hub: Use cases.

Is this the same as the support-triage recipe rivals publish? No. Triage routes the ticket. This pack gates actions after routing. Cover the intent; do not clone their slug or outline.

Can Jev replace the agent? No. It classifies and scores. See the support triage hub.

What this page does not claim

• Not a helpdesk or payments product.
• No invented CSAT/AHT numbers.
• Not official TypeSafe.
• Official TypeSafe status, or that jev.pro issues API keys.
• That a schema-constrained answer is automatically factually correct.

Disclaimer

This is an independent unofficial site and is not affiliated with TypeSafe AI; official documentation is available at https://docs.typesafe.ai.

Primary documentation: https://docs.typesafe.ai. Hub: Use cases.