Supervisor Patterns

A router at the front door of a retail support desk reads each customer's first message and names the specialist who should take it. On a week of simulated traffic it reports an average confidence of 0.949 and is right 89.95% of the time. Set it to hand the conversation to a person whenever its confidence falls below 0.90, and its scores promise that 0.75% of the conversations it keeps will reach the wrong specialist; 4.6% do, six times as many. Nothing in any single decision looks wrong.