Does your support AI actually resolve — or just respond?
A support agent can sound helpful and still leave the customer unresolved, miss the moment to escalate, or answer the same question two different ways. We test against real support scenarios to find where confident answers fail to fix the problem.
Resolution, not just response.
Answer accuracy
Whether the information given is correct and grounded in your actual policies and docs.
Resolution rate
Whether the customer's problem is actually solved — not just acknowledged.
Escalation timing
Whether the agent hands off to a human at the right moment, not too late.
Consistency
Whether the same question gets the same correct answer across repeated calls.
Edge-case handling
What happens with unusual, multi-part, or out-of-policy requests.
Customer experience
Whether the interaction leaves the customer satisfied or frustrated.
Scored on the Support rubric.
Five weighted dimensions, scored 1.0 to 5.0. This is the rubric for customer-support agents — labeled to this service, not a universal scorecard.
| Dimension | Weight |
|---|---|
| Response Accuracy | 25% |
| Resolution Effectiveness | 25% |
| Escalation Handling | 20% |
| Customer Experience | 15% |
| Consistency | 15% |
What a result looks like.
Scorecard and findings from a single engagement, scored on the Support rubric. Illustrative — not a client result.
Weighted overall: 3.5 / 5 — Acceptable.
See where resolution breaks down.
A pilot returns a scored failure map of your support agent against real customer scenarios.