Show HN: CraftCX – Start measuring your AI-driven support

1 month ago 2

Platform-Agnostic Support Metrics

Excellent support isn't accidental. It's the result of deliberate, measurable, and consistent practices. CraftCX gives you a portable scoring standard that works across chat, email and bots—so you can measure quality consistently no matter which vendor you use.

Metrics that move with youKeep one consistent scoring language through migrations, pilots, and new channels. Add or swap tools without rebuilding measurement—or losing historical continuity

Prove impact fasterTie AXIS to business outcomes (resolution rate, deflection, escalations) to spotlight what actually moves KPIs. Prioritize the fixes that deliver measurable gains.

Meets you where you're atLayer CraftCX on top of your current workflows and data. No rip-and-replace—keep your tools, keep your dashboards, keep your historical continuity.

Portable DataWarehouse-friendly exports and governance from day one. Your scores stay portable, auditable, and ready for analysis wherever you work.

Start with AXIS (AI Experience Impact Score) to quantify accuracy, customer effort, and handoff quality of your AI-driven support.
Ship AI improvements with confidence, without re-instrumenting every time your stack changes.

Meet AXIS
Your AI Support Scorecard

Every AI conversation gets a clear 1-5 score based on three key components that matter most to your customers.

Resolution Accuracy

Did the AI provide the right answer to solve the customer's problem?

Handoff Smoothness

When human help was needed, was the transition seamless and well-timed?

Interaction Effort

How much work did the customer have to do to get their answer?

Track performance over time, identify improvement opportunities, and prove the ROI of your AI investments with one simple metric.

Interaction Score

EXCELLENT

The bot directly addressed the customer's first question about billing with clear step-by-step instructions, but was unable to answer the second part on switching to ACH.

Human handoff was smooth. Communication to the customer was clear and concise, and the agent has all required information to continue.

Customer received the answer quickly with minimal back-and-forth, requiring only one clarifying question.

Why Teams Choose AXIS

AXIS provides a clear, actionable metric to measure and improve your AI support.

Smart Feedback Loop

Upgrade Your AI Without Guesswork

Every AXIS score includes the why, so Ops teams can fine-tune AI behavior, fix workflows, and spot content gaps — fast.

Operational Benchmarking

Know What Good Looks Like

Compare performance across teams, tiers, and time. Identify outliers, drive consistency, and set smarter goals with confidence.

Platform-Agnostic

Measure AI-Driven Support, Anywhere

Works with Zendesk, Intercom, Front, custom bots, you name it—anywhere you can export a transcript.

Actionable, Not Academic

Guide Your Support Ops Roadmap

Designed for operational playbooks. Give your Support Ops team the insights they need to make high-impact improvements.

Ready to Understand Your AI's True Impact?

Get your baseline AXIS score and start making data-driven decisions to improve your AI-powered support, reduce customer effort, and prove ROI. Get started in minutes.

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Show HN: CraftCX – Start measuring your AI-driven support

Platform-Agnostic Support Metrics