AI Experience Impact Score (AXIS)
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.
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.
Why use AXIS?
Plan your AI Optimization
Clear insights to build your AI-support roadmap
Every AXIS score includes the why, so Ops teams can fine-tune AI behavior, fix workflows, and spot content gaps.
AI & Human Alignment
Align your AI with your business goals
Get the data to ensure your AI support is optimized to address the most impactful issues.
Data-Driven Decisions
Metrics on your AI-support performance
Know what's working, and where to focus next to be most impactful for your team.
Deeper Customer Insights
Better understand your customer experience
Deflecting customers is great, but did they get what they needed? AXIS lets you find out.
