What is the reason the Genesys Cloud AI bot is routing to the human queue even when the NLU confidence score is 98%? We are migrating from Zendesk AI Assistant, where we had a simple rule: if confidence > 80%, execute the macro. In Genesys Cloud Architect, we have configured the AI Bot node to trigger the Fulfillment flow when Intent Confidence is greater than 0.8. However, the debug logs show the score as 0.98 but the flow still exits via the No Match path. The entity extraction for order_number works perfectly in the sandbox, but in the production environment (eu-1), it seems to ignore the confidence check entirely. We are using the standard Genesys AI integration with no custom ML models yet. Is there a hidden setting in the Bot Settings or a specific Architect condition syntax we are missing that differs from the Zendesk logic? The migration guide mentions intent matching but doesn’t clarify if the threshold logic is inverted or requires a specific score field format in the JSON payload.
this looks like a data type mismatch in your architect condition. make sure you are comparing the intent confidence (a float) against 0.8, not the integer 80. check the debug payload to see if the value is normalized between 0 and 1.