Rovo AgentResponse Confidence Score

[Ramesh Muthusamy]

Hi Rovo community — question on using confidence signals for customer-visible comments.

We have a Rovo agent that triggers when a new case is created. It searches for similar previously resolved cases in the JIRA project and/or relevant Confluence articles, then posts the suggested solution as an internal comment.

We’d like to extend this so the agent can post the response as a requestor-visible comment only when the answer is highly likely to be correct. Otherwise, it should remain an internal comment.

Is there a way to access or determine a confidence score for the AgentResponse (or any reliability signal/metadata)?
Example logic:

• If confidence > 90% → post as requestor-visible comment

• Else → post as internal comment

Any guidance on whether this is supported (and how to implement it) would be appreciated.

[Ryan Boyd]

I'd have the agent generate the confidence score, write that score to the ticket, and then use automation to fork the response for >90% to the user and <90% internal. That *should* work in my experience.