Resolution accuracy
Did the customer get the right answer?
Evaluate whether the AI understood the problem, gave accurate guidance, and moved the customer toward a real resolution.
Build confidence in every AI support interaction.
CraftCX measures every AI-supported conversation, then connects quality scores, policy adherence, and recurring failures to the work your team needs to do.
Support quality
Last 30 days ยท All AI conversations
AXIS score
4.3
0.2 points from the prior period
- Accuracy
- 4.5
- Effort
- 4.2
- Handoffs
- 4.1
Refund conversations need attention
Accuracy declined 0.4 points
Escalation handoffs are improving
Handoffs improved 0.3 points
Policy exceptions are recurring
7 evidence-backed failures
Support quality
Measure quality, not just activity.
Deflection, containment, response time, and cost can show that a conversation ended. They do not show whether the customer got a correct, low-effort resolution.
Interaction effort
How hard did the customer have to work?
Find unnecessary back-and-forth, unclear answers, and friction that can leave a conversation resolved on paper but frustrating in practice.
Handoff quality
Did the next step make sense?
Measure whether escalations, transfers, and follow-up paths preserve context and give customers a clear way forward.
See support quality from the customer's point of view with AXIS.
Explore AXISQuality operations
Turn quality changes into operational action.
Scores become useful when they help your team see what changed, understand why, and focus on the conversations that deserve review.
Review the evidence behind every assessment
See the conversation, evaluation reasoning, and quality theme together. Validate a finding before you change an agent or workflow.
Spot regressions across the support system
Compare quality across time, agents, channels, topics, and workflows to find where the customer experience is improving or getting worse.
Escalate recurring failures into incidents
Turn repeated policy failures and material quality regressions into incidents with clear evidence, ownership, and a path to resolution.
Make every AI support decision more accountable.
See the customer experience your AI support operation delivers and where it needs attention next.