CraftCX measures the quality of every AI-supported conversation, then connects scores, policy adherence, and recurring failures to the work your support team needs to do.
Support quality
Last 30 days ยท All AI conversations
AXIS score
4.3
0.2 points from the prior period
Refund conversations need attention
Resolution Accuracy declined 0.4 points
Escalation handoffs are improving
Handoff Smoothness improved 0.3 points
Refund policy exceptions are recurring
7 evidence-backed failures in 48 hours
Support Quality is about the experience your support operation delivers: whether AI agents resolve requests accurately, minimize effort, follow your policies, and hand off customers well when they need a person.
Evaluate whether the AI understood the problem, gave accurate guidance, and moved the customer toward a real resolution.
Find unnecessary back-and-forth, unclear answers, and friction that can leave a conversation resolved on paper but frustrating in practice.
Measure whether escalations, transfers, and follow-up paths preserve context and give customers a clear way forward.
AXIS is the foundational quality signal, not the whole story.
Explore AXISSee the conversation, the evaluation reasoning, and the quality theme together. Teams can validate a finding before changing an agent or workflow.
Compare quality across time, agents, channels, topics, and workflows to find where the customer experience is getting worse or better.
Repeated policy failures and material quality regressions become evidence-backed incidents, so your team can assign ownership and work toward resolution.
Policy Monitoring is part of Support Quality.
Check every AI support conversation against the guidance your team relies on, then investigate recurring violations with the relevant policy and evidence attached.
Give your team a clear view of the customer experience your AI support operation is delivering and where it needs attention next.
