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It scores every answer, and it stops when the score drops.

The percentage on each reply is the model’s own confidence in what it just said. Under your threshold it does not guess — it hands the conversation to a person, with the thread intact.

Handoff threshold on this account: 60%

1. CustomerWeb chat09:41

   I ordered the wrong size and it already shipped. Can I swap it before it arrives?

2. Corebee AI96% confidence09:41

   Yes — a size swap can be started while the parcel is still in transit. I’ve opened the exchange form for order #10428 with the item pre-filled, and nothing is charged until the original is scanned back in.

3. Corebee AI71% confidence09:42

   Redirecting to a different address is usually possible while the parcel is at the local depot. Your standard-shipping policy covers that; for express it doesn’t state a cut-off, so I’m answering only the part I can source.

4. Handed to your teamEscalated42% confidence09:43

   This one asks for a refund outside the published return window, and I can’t find that decision written down anywhere.

   Below the handoff threshold — passed to a person with the full thread, the order, and the sources checked.

Product interface. Sample conversation, not a customer account.