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The AI Experience Impact Score (AXIS) measures the quality of each eligible AI support conversation. It turns individual conversations into a consistent measure of customer experience, so you can prove what works and target the gaps that matter.

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What AXIS measures

AXIS combines three scores into one total score.
Did the AI give the correct answer or route the customer correctly?Review low scores when your knowledge base lacks information, contains outdated information, or sends customers to the wrong path.
The total AXIS score is the average of these three scores.

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Read the results

Use the score explanation with the conversation transcript. A low score identifies a conversation to review. Repeated explanations can identify a knowledge, workflow, or AI configuration problem. Compare scores by conversation type, time range, or AI configuration. Use the same comparison when you test a change.

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Improve a low score

  1. Open a low-scoring conversation.
  2. Read the score explanation and transcript.
  3. Identify the lowest-scoring AXIS dimension.
  4. Update the relevant knowledge, AI instruction, workflow, or handoff rule.
  5. Compare later scores for the same type of conversation.

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FAQ

CraftCX creates a score after your helpdesk marks an eligible conversation as complete. The timing depends on the helpdesk events CraftCX receives.
CraftCX cannot score a conversation without enough usable conversation data. Contact CraftCX support if an expected score is missing.
AXIS uses standard criteria so that you can compare scores across conversations and over time.
AXIS measures the AI part of the customer experience. It does not score individual human agents.

Failure clusters

Group related low scores into recurring failure patterns.

Audit

Review resolution status and AI participation with AXIS results.