also curious on the practical use of the confidence score.

e.g. why return

      "probabilities": [
        { "value": "billing", "probability": 0.95 },
        { "value": "technical", "probability": 0.02 },
        { "value": "shipping", "probability": 0.01 },
        { "value": "other", "probability": 0.02 }
      ],
      "confidence": 0.93

 

and not

      "probabilities": [
        { "value": "billing", "probability": 0.90 },
        { "value": "technical", "probability": 0.04 },
        { "value": "shipping", "probability": 0.03 },
        { "value": "other", "probability": 0.04 }
      ],

(p' = 0.93 * p + 0.07 * 1/4)

?