Confidence and escalation thresholds are configured per desk, not fixed by the vendor
Service CRM · Agentic AI & Analytics
AI Setup & Guardrails
Confidence and escalation thresholds you set, not inherit
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Confidence thresholds, approvals and escalation rules
AI Setup & Guardrails SearchAR
Confidence & hand-over
Answer automatically above70%
Escalate to a person below55%
Always hand over on "refund" + "complaint"
Customer can ask for a human at any point
Approvals & audit
Agent reviews drafts before sending
AI may issue refunds under ₹500
Log every AI action with its reasoning
Knowledge sources: approved only
Changes take effect immediately and are versioned.
In detail
What AI Setup & Guardrails does
Part of Agentic AI & Analytics in QuipCRM — Service CRM. The control plane for autonomous resolution, and the numbers that justify widening it.
Setting the threshold higher hands over more to a human; lower lets the AI take more
Changes here are what AI Performance and Ticket Deflection then measure against
Where it fits
Let AI resolve more, with the numbers to prove it
AI Setup & Guardrails is 3 of 8 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
AI Setup & Guardrails supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Who uses it
Who works with AI Setup & Guardrails
Administrator
Categories, SLAs, escalation, notifications, business hours, AI guardrails.
- Categories, SLA tiers and escalation set once
- Notifications per event, channel and role
- AI confidence thresholds you control
Related
More in Agentic AI & Analytics
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Volume, resolution rate and handling time on one board
Command Centre SearchAR
412+6%
Volume today
61%+3%
Resolved by AI
4m 10s-40s
Avg handling
9
Open escalations
Volume · today by hour
By channel
WhatsApp46%
Web chat31%
Email17%
Forms6%
Command Centre
Volume, resolution rate and handling time on one board
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — Every AI conversation in progress with its confidence
Live Monitor SearchAR
14
Live now
82%
Avg confidence
2
Below threshold
70%
Threshold
Conversations the AI is holding
Refund status for HL-8750WhatsApp
96%Answering
Can I bring a bicycle?Web
91%Answering
Change name on ticketWeb
88%Self-service
Group booking for 40 peopleWhatsApp
54%Handing over
Invoice with GST numberEmail
72%Answering
Complaint about crewWhatsApp
31%Handed over
Live Monitor
Every conversation the AI is holding, with its confidence
app.quipcom.ai
Illustrative UI
Illustrative QuipAI screen — AI accuracy over time and CSAT against human agents
AI Performance SearchAR
89%+3%
AI accuracy
4.6
CSAT · AI
4.7
CSAT · human
7%-2%
Corrections by agents
Accuracy · 12 weeks
AI Performance
Accuracy over time, and CSAT for AI against human
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.