CX Score
A comprehensive metric that evaluates and scores every customer interaction across sentiment, resolution quality, and service quality. Used to identify patterns and optimization opportunities in AI Agent performance rather than evaluating individual queries.
A Comprehensive Quality Metric
Customer Experience Score (CX Score) evaluates every customer interaction across three critical dimensions: sentiment, resolution quality, and service quality. Unlike traditional CSAT surveys that sample a small percentage of interactions, CX Score provides universal coverage—scoring 100% of conversations automatically.
The Three Dimensions
Sentiment Analysis
Measures the emotional tone of the customer throughout the interaction. Tracks positive, neutral, or negative sentiment and identifies frustration escalation or satisfaction trends.
Resolution Quality
Evaluates whether the customer's issue was actually solved. Did the query get answered completely? Was the solution accurate and actionable?
Service Quality
Assesses how well the interaction was handled, including response relevance and accuracy, tone and professionalism, and efficiency and clarity.
Using CX Score for Optimization
CX Score is designed for pattern identification, not individual query evaluation. Use it to:
- Identify systemic issues by looking for topics with consistently low scores
- Measure improvement by tracking score trends after implementing changes
- Prioritize training efforts on low-scoring conversation types
- Benchmark performance across different AI configurations or channels