AI-Experience Impact Score (AXIS) automatically evaluates every customer conversation to give you objective insights into your AI support performance. This AI-powered scoring system helps you identify what’s working well and where improvements are needed most.

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Key Benefits

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Objective Performance Measurement

Get unbiased, consistent evaluation of every customer interaction. No more guessing whether your AI is performing well—AXIS provides quantifiable metrics you can track and improve over time.

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Actionable Improvement Insights

Each score comes with detailed explanations showing exactly what went right or wrong in the conversation. Use these insights to fine-tune your AI responses, update knowledge bases, and optimize handoff processes.

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Trend Analysis and Benchmarking

Track performance changes over time and identify patterns. See which types of conversations your AI handles best and where it consistently struggles.

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How AXIS Scoring Works

AXIS evaluates every conversation using three critical dimensions that determine support quality:
What it measures: Did your AI provide the correct answer or properly route the customer?Why it matters: Accurate resolutions reduce customer frustration and prevent unnecessary escalations. High RA scores indicate your AI has access to the right information and is using it effectively.Improvement opportunities:
  • Update outdated knowledge base articles
  • Improve AI training on complex scenarios
  • Enhance product documentation clarity
The Total AXIS Score averages these three components, giving you a comprehensive view of conversation quality on a scale of 1-5.

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Understanding Your Scores

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Score Ranges and Meanings

  • 4.0-5.0: Excellent performance - conversation handled optimally
  • 3.0-3.9: Fair performance - some opportunities for improvement, but overall good
  • Below 3.0: Poor performance - significant problems requiring immediate action

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Reading Score Explanations

Each AXIS score includes detailed reasoning that helps you understand the evaluation. Look for patterns in explanations to identify systematic issues versus one-off problems.

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Using AXIS Scores to Improve

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Identify Priority Areas

Focus improvement efforts on the lowest-scoring dimension. If RA is consistently low, prioritize knowledge base updates. If IE scores poorly, work on conversation efficiency.

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Track Progress Over Time

Monitor how scores change as you make improvements. Use trending data to validate that your optimizations are working.

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Benchmark Performance

Compare scores across different conversation types, time periods, or AI configurations to understand what drives better performance.

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Guide Training and Updates

Use score explanations to identify specific knowledge gaps, workflow issues, or areas where your AI needs additional training.

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Frequently Asked Questions

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Next Steps

Ready to improve your AI support quality? Start by:
  1. Reviewing your average AXIS scores - Which dimension needs the most attention?
  2. Analyzing low-scoring conversations - What patterns do you see in the explanations?
  3. Implementing targeted improvements - Focus on your lowest-performing area first
  4. Monitoring progress - Track how scores change after your optimizations
AXIS scoring gives you the data-driven insights needed to systematically improve your AI support and deliver better customer experiences. We work hard to pull insights from your AXIS metric by offering features like the following which can help you better understand where your AI-driven support is struggling, and where it excels;

Actionable insights

Understand exactly where your AI experience can improve.

Helpdesk agnostic

Works with Zendesk, Intercom, Front or any system that exports transcripts.

Built for Ops

Designed for support operations teams to benchmark and iterate.

Team ready

Share scores with colleagues to drive continuous improvement.