Make your AI-driven support measurable—then make it better.
Excellent support isn't accidental. It's the result of deliberate, measurable, and consistent practices. CraftCX gives you a portable scoring standard that works across chat, email and bots—so you can measure quality consistently no matter which vendor you use.
Start with AXIS (AI Experience Impact Score) to quantify accuracy, customer effort, and handoff quality of your AI-driven support.
Ship AI improvements with confidence, without re-instrumenting every time your stack changes.
Every AI conversation gets a clear 1-5 score based on three key components that matter most to your customers.
Did the AI provide the right answer to solve the customer's problem?
When human help was needed, was the transition seamless and well-timed?
How much work did the customer have to do to get their answer?
Track performance over time, identify improvement opportunities, and prove the ROI of your AI investments with one simple metric.
The bot directly addressed the customer's first question about billing with clear step-by-step instructions, but was unable to answer the second part on switching to ACH.
Human handoff was smooth. Communication to the customer was clear and concise, and the agent has all required information to continue.
Customer received the answer quickly with minimal back-and-forth, requiring only one clarifying question.
AXIS provides a clear, actionable metric to measure and improve your AI support.
Every AXIS score includes the why, so Ops teams can fine-tune AI behavior, fix workflows, and spot content gaps — fast.
Compare performance across teams, tiers, and time. Identify outliers, drive consistency, and set smarter goals with confidence.
Works with Zendesk, Intercom, Front, custom bots, you name it—anywhere you can export a transcript.
Designed for operational playbooks. Give your Support Ops team the insights they need to make high-impact improvements.
Find out how AXIS can help you measure and improve your AI-powered customer support.
Get your baseline AXIS score and start making data-driven decisions to improve your AI-powered support, reduce customer effort, and prove ROI. Get started in minutes.
