# Support quality assurance for every AI agent conversation.

CraftCX measures every AI-supported conversation, then connects quality scores, policy adherence, and recurring failures to the work your team needs to do.

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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.

### 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.

### 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 smoothness

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.

Find out whether customers got accurate answers, how much effort it took, and whether handoffs helped them move forward.

[Explore AXIS](/axis)

Quality 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.

## More about Support Quality

[Guide Find recurring failure clusters Group repeated low-scoring conversations into failure patterns.](https://help.craftcx.com/features/failure-clusters)

[Guide Review article usage Review which help articles AI support uses and where guidance needs work.](https://help.craftcx.com/features/article-usage)

[Product Explore AXIS See how AXIS measures resolution accuracy, customer effort, and handoff quality.](/axis)

[Product Explore Policy Monitoring Check every AI support conversation against the policies your team relies on.](/policy-monitoring)

[Guide Understand your AXIS score Learn how AXIS scores the customer experience in each support conversation.](https://help.craftcx.com/features/axis-score)

## Make every AI support decision more accountable.

See the customer experience your AI support operation delivers and where it needs attention next.

[Talk to us](/contact)

[Start free](https://app.craftcx.com/sign-up)