Score every AI agent in your support queue.
Triage bots, deflection assistants, escalation routers — they all reduce ticket volume on the demo. AgentScore reads your helpdesk and shows you which agents close clean, which silently push tickets to a human, and which are getting CSAT slowly worse.
What you see in the dashboard
- Per-agent score across resolution rate, time-to-first-response, CSAT lift, and escalation discipline.
- ImplementationScore for the support org — workflow integration depth, learning loops on rep override patterns, governance on tone + policy.
- Recommendations that point at the specific intent or topic where the agent quietly underperforms — fix the macro, not the dashboard.
The agents
What AI in a support team typically looks like.
Same eight factors as every other vertical — efficiency, quality, business impact, autonomy, reliability, durability, learning, governance — weighted for support operations.
Tier-1 ticket triage
Reads inbound tickets, tags severity + topic, drafts the first reply, hands off to a human only when needed.
Deflection bot
Resolves common questions in chat or email before a ticket ever lands in the queue.
Escalation router
Catches angry tickets early, routes them to the right tier, mutes itself when a human takes the conversation.
KB / macro suggester
Recommends the macro or KB article that matches the ticket, learning from what reps actually choose.
QA reviewer
Audits a sample of human + agent replies for tone, accuracy, and policy compliance.
The signal
What we read from Zendesk, Intercom, Front, or your helpdesk CSV.
OAuth read-only into your helpdesk. CSV for closed-message exports. We never read customer PII content — only operational metadata.
Resolution rate
Share of agent-touched tickets closed without a human reply.
Time to first response
Median time from inbound to the agent's first message.
CSAT lift
Customer-satisfaction delta on agent-touched tickets vs. human-only baseline.
Escalation rate
Share of tickets the agent (correctly or not) handed to a human.
Human override rate
How often a rep replaces what the agent drafted.
B2B SaaS support · 14 reps · 2 triage agents
A deflection bot that quietly tanked CSAT for 11 days.
The deflection bot was closing 22% more tickets than the prior month — a clean demo number. AgentScore caught a 9-point CSAT drop on the same tickets that closed without a human reply.
The dashboard pointed at billing-question intents specifically. Two macros rewritten, one routing rule patched, CSAT recovered inside the next sprint cycle.
SOC 2 in progress
Type II audit kicked off Q3 — interim report on request.
Read-only data access
OAuth scopes never request write to your CRM, jobs platform, or call data.
Algorithm-only scoring
Every score computed by ASAM. No manual overrides — not for customers, not for us.
Anonymized at ingest
Identifiers stripped before any aggregate analytics. We never train on identified rows.
Connect your helpdesk — score in 5 minutes.
OAuth read-only into Zendesk, Intercom, or Front. 48 hours to first score.