Signal Confidence is a measure of how reliable a detected signal is in a call, such as whether a customer expressed cancellation intent, mentioned a competitor, or showed frustration. It is typically represented as a score or level based on the quality of the underlying evidence (for example, clarity of the audio, transcription certainty, and how strongly the language matches the signal).
Operationally, Signal Confidence helps teams decide what to act on automatically versus what needs review. High-confidence signals can drive routing, coaching, and reporting with less manual checking, while low-confidence signals should be treated as tentative to avoid mislabeling calls, triggering the wrong follow-up, or skewing trend analysis.
Tracking confidence over time also helps diagnose process issues, such as poor audio quality, inconsistent agent phrasing, or edge cases where the signal definition needs refinement. This improves the accuracy of QA sampling, alerting, and performance metrics tied to signals.
