Support Quality
Find wrong answers, unnecessary steps, and failed handoffs so you know where customers need better support.
Understand every conversation handled by your AI support agent.
CraftCX monitors AI support quality, finds recurring customer issues, and connects every finding to the source conversations, so your team knows what happened and what to improve next.
Support intelligence for AI-powered customer support
Run AI support with the full picture
Know where AI helps customers, where it lets them down, and what their conversations reveal about your product.
Support Intelligence
See which customer problems keep coming up, so support and product can agree on what to fix first.
Policy Monitoring
Check AI responses against your support policies and review the evidence behind each finding.
Prove support is improving
Compare support quality before and after a change to see whether customers get better answers with less effort.
Works with your existing helpdesk and AI agent
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Make every support conversation count
Use what customers tell you to decide which support answers and product problems need attention.
Evidence built in
Read the conversations behind a reported problem to check what happened before you decide how to respond.
Customer signals
See repeated requests together so your team can tell a recurring problem from a one-off complaint.
Patterns over time
See which customer problems are becoming more frequent, so your team knows where to focus next.
Questions about CraftCX
How CraftCX turns AI-handled support into evidence your team can use.
CraftCX is the observability and intelligence layer for AI-powered customer support. It evaluates support quality, detects recurring customer problems and needs, and keeps the source conversations attached as evidence.
CraftCX analyzes support conversations for meaningful observations such as potential bugs, feature requests, documentation gaps, usability issues, and billing problems. Related observations are grouped into specific recurring themes.
AXIS is CraftCX's AI Experience Impact Score. It evaluates each AI-led support interaction from 1–5 using resolution accuracy, interaction effort, and handoff smoothness.
Yes. Scores include their reasoning, and customer-signal groups link back to the supporting conversations so your team can review the customer's language and surrounding context.
No. CraftCX connects to the support tools you already use and adds a consistent intelligence and observability layer across those conversations.
Support runs on AI. Confidence runs on CraftCX.
See what customers experience, what needs attention, and whether your improvements are working.