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Support Observability makes AI support risks visible in the conversations that create them. It evaluates conversations against your policies and records evidence. Use it to turn scattered warning signs into findings and owned incidents your team can resolve.

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How it works

  1. Connect a helpdesk and add your policy sources.
  2. Review the rules CraftCX extracts from your policies.
  3. CraftCX evaluates eligible AI-handled conversations against active rules.
  4. CraftCX creates findings with conversation evidence and policy citations.
  5. CraftCX groups severe or recurring findings into incidents.
Use notifications to send important findings and incidents to Slack, email, or a webhook.

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Use the results

Review a finding to confirm the policy deviation and its evidence. Mark false positives, assign work, and set due dates when an issue needs action. Review incidents to track systemic problems such as a policy violation that recurs across conversations or a sustained quality regression.

Policy monitoring

Evaluate AI behavior against your policies.

Incidents

Track severe and recurring issues.

Notifications

Send findings and incidents to your team.