AI is handling more and more customer support queries, but visibility into AI’s service quality hasn’t kept up. Enter the AI Experience Impact Score: a new way to pinpoint where AI-led customer experience can be improved.
AXIS breaks down AI support quality into three key components:
- 🎯 Resolution Accuracy: Measures AI’s ability to correctly identify and resolve the customer’s issue.
- 💬 Interaction Effort: Evaluates how much effort the customer experiences with AI to reach resolution.
- 🤝 Handoff Smoothness: Assesses the quality and efficiency of the transition from AI to a human agent when needed.
Front’s Head of Support Kenji Hayward came up with this new metric to share with fellow customer support leaders seeking to gain actionable insights into their AI-powered customer support and make targeted customer experience improvements. Since this is a new metric, we’re learning as we go. All feedback is welcome and encouraged! Feel free to ask questions and share results in this post.
Check out our blog for details and the full white paper on AXIS