Three confidence tiers, not two. Most systems do "confident" vs "not confident." I added a middle tier: the system still drafts, but explicitly flags its uncertainty so the reviewer knows to look closer.
Citations aren't optional. Every draft includes the source docs it pulled from. If the retrieval was weak or irrelevant, that's visible, so the reviewer can see the system's reasoning and not just its output.
Below 0.4, no draft at all. The system doesn't guess. It escalates directly to a human agent with the raw ticket. Some problems shouldn't have an AI answer.