What is CraftCX
CraftCX helps you understand what happens in the conversations your AI agents handle, how those experiences affect customers, and where your team should improve next. Instead of relying only on metrics such as deflection, containment, or response time, CraftCX evaluates the quality of the customer experience itself, and identifies important signals and patterns across your support operation. You get conversation-level evidence and a broader view of patterns across your support operation.Features
Measure AI support quality
Evaluate resolution accuracy, customer effort, and handoff quality with the AXIS score.
Review the evidence
See the reasoning, conversation evidence, and failure themes behind each assessment.
Track trends
Compare performance over time to find recurring problems and quality regressions.
Connect your support data
Ingest conversations from your helpdesk or send transcripts through the CraftCX API.
Who uses CraftCX
CraftCX is built for teams responsible for the quality and performance of AI-powered support.Support and CX leaders
Understand whether AI is delivering the experience your customers expect.
Support operations teams
Find failure patterns, monitor changes, and decide what to improve next.
AI operations teams
Evaluate agent behavior with independent evidence and track quality over time.