Support runs on AI. Confidence runs on CraftCX.
CraftCX reveals support quality, recurring customer issues, and the evidence behind them - giving your team the confidence to know what to improve next.
Run AI support with the full picture
- Protect the customer experience
- Find the conversations where AI gives the wrong answer, creates extra work, or mishandles a handoff—so you can fix the experience.
- Turn feedback into priorities
- Bring recurring customer frustrations into focus so support and product teams know which problems deserve attention first.
- Make decisions with confidence
- Give every team the customer context behind an issue, so they can align on the right response without relying on anecdotes.
- Prove support is improving
- Track support quality and customer problems over time to see whether your changes are making a meaningful difference.
Use the AXIS (AI Experience Impact Score) to see how well AI serves each customer. Then turn the patterns across those conversations into clear priorities for your support operation and product.
Meet AXIS
Your AI Support Scorecard
Every AI conversation gets a clear 1-5 score based on three key components that matter most to your customers.
Resolution Accuracy
Did the AI provide the right answer to solve the customer's problem?
Handoff Smoothness
When human help was needed, was the transition seamless and well-timed?
Interaction Effort
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.
Interaction Score
EXCELLENTResolution Accuracy
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.
Handoff Smoothness
Human handoff was smooth. Communication to the customer was clear and concise, and the agent has all required information to continue.
Interaction Effort
Customer received the answer quickly with minimal back-and-forth, requiring only one clarifying question.
Make every support conversation count
Customer Signals
Fix the Problems Customers Feel Most
Bring recurring frustrations into focus so your team can prioritize the fixes that reduce repeat contacts and improve the customer experience.
Evidence Built In
Make Decisions You Can Defend
Give support, product, and operations the customer context they need to agree on priorities and act with confidence.
Patterns Over Time
Stay Ahead of Emerging Issues
See customer problems gain momentum before they become widespread, then confirm whether your fixes are working.
Works With Your Stack
Improve Operations Without Upheaval
Give every team a shared view of the customer experience while keeping the support tools and workflows they already know.
Questions about CraftCX
Give your team confidence in every AI-supported experience.
Know what customers experience, what needs attention, and whether your improvements are working.
