For AI filtering, the minimum precision that you specify must be as high as possible. We recommend not to set it under 97%. For AI routing, an incorrect categorization is not too much of a problem because the message will still arrive in an agent’s inbox. However, if a message is mistakenly ignored, no agent will see the message and you will not be able to recover it.
The performance of the AI engine depends on the balance between coverage (the number
of categorizations) and precision (the rate of correct categorizations within this volume of content). If you choose a low minimal precision, the AI engine will categorize a greater amount of content at the expense of precision (global precision is lower because of the greater amount of prediction errors).
In contrast, if you choose a high minimum precision, fewer contents will be categorized but the AI engine will make fewer errors as well (global precision is higher because of the fewer number of prediction errors).