Understand confidence levels
Knowledge workbench uses artificial intelligence (AI) to evaluate the questions and answers that it detects in a conversation with a contact. Knowledge workbench matches the questions and phrases to the articles in your knowledge base that best match the question. Then, the system assigns a confidence level as a percentage to each article, and then displays the answers that have the highest confidence ratings.
Search results are always sorted by the confidence number assigned by the knowledge base. The confidence number assigned by the knowledge base appears directly above the chat reply. However, the article with the highest confidence number might not be the answer that the customer needs. Testing and modifying question and answer queries improves search results for agents and customers.