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Each score explains why, so operations teams can improve AI behavior, workflows, and content.
AI Experience Impact Score (AXIS)
A customer support metric designed for AI-supported interactions. AXIS gives your team a practical way to measure the experience your AI support delivers.
Interaction score
AI-supported billing conversation
4.3/5
Resolution AccuracyRA4.0
Handoff SmoothnessHS5.0
Interaction EffortIE4.0
Why this score
The AI answered the billing question clearly, asked one useful follow-up question, and passed full context to the human agent when the customer needed more help.
Why AXIS
One clear signal for the quality of AI support.
Track performance over time, find improvement opportunities, and show the impact of your AI investment with a consistent customer experience metric.
Align AI and human teams
Connect AI performance to business goals
Use consistent support data to keep AI behavior aligned with your most important business goals.
Make data-driven decisions
Measure AI support performance
See what works and focus your next improvement on the part of the support experience with the most impact.
Find deeper customer insights
Understand the delivered experience
Look beyond deflection to learn whether customers received an accurate answer with reasonable effort.
Scorecard
See what shaped every score.
Every AI conversation receives a clear score from 1 to 5 across the three parts of the experience that matter most to customers.
RA4.0
Resolution Accuracy
Did the AI provide the right answer to solve the customer's problem?
HS5.0
Handoff Smoothness
When human help was needed, was the transition seamless and well-timed?
IE4.0
Interaction Effort
How much work did the customer have to do to get their answer?
Want to score a sample conversation?
Try AXISFAQ
Frequently asked questions
AXIS uses standardized criteria to ensure consistent, objective evaluation. This supports reliable comparison and trend analysis across conversations.
AXIS measures AI performance during customer interactions. CraftCX continues to build platform-neutral metrics for the full support experience. Have a metric you need? Let us know.
Review the explanations for low-scoring conversations, find repeated patterns, and prioritize the dimension that needs the most attention.
Sign up for CraftCX and connect your helpdesk to start monitoring AXIS scores in a few minutes. You can also read the AXIS whitepaper.
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