CraftCX’s AXIS scorecard analyzes support conversations to show how well your AI agents perform. Each conversation is rated from 1–5 across three areas:
  • Resolution Accuracy (RA) – did the bot provide a correct answer or route the customer properly?
  • Interaction Effort (IE) – how much back‑and‑forth did it take to resolve the question?
  • Handoff Smoothness (HS) – if a human takeover was needed, was the transition seamless?
The overall AXIS score is the average of these components, giving your team a simple way to track quality over time. AXIS works with Zendesk, Intercom, Front and Gorgias out of the box, with more integrations coming soon. You can also upload transcripts of support conversations from any source through our API.

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Why AXIS

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.
Start exploring by following the QuickStart guide.