A new customer support metric designed specifically for evaluating AI-supported customer interactions. AXIS offers a practical way to measure your AI-led support experience.
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.
Every AXIS score includes the why, so Ops teams can fine-tune AI behavior, fix workflows, and spot content gaps.
Get the data to ensure your AI support is optimized to address the most impactful issues.
Know what's working, and where to focus next to be most impactful for your team.
Deflecting customers is great, but did they get what they needed? AXIS lets you find out.
