For customer support teams
Score every AI agent in your support queue.
AgentScore reads helpdesk data and scores triage, deflection, and escalation agents on measured outcomes. The dashboard identifies which agents resolve tickets, which pass them to humans, and which reduce CSAT.
The agents
What AI in a support team typically looks like.
The same eight factors apply, efficiency, quality, business impact, autonomy, reliability, durability, learning, and governance, weighted for support operations.
Tier-1 ticket triage
Reads inbound tickets, tags severity and topic, drafts the first reply, and escalates to a human when required.
Deflection bot
Resolves common questions in chat or email before a ticket enters the queue.
Escalation router
Identifies at-risk tickets early, routes them to the correct tier, and pauses when a human takes the conversation.
KB / macro suggester
Recommends the macro or KB article matching the ticket and learns from rep selections.
QA reviewer
Audits a sample of human and agent replies for tone, accuracy, and policy compliance.
The signal
What we read from Zendesk, Intercom, Front, or your helpdesk CSV.
AgentScore connects through read-only OAuth or CSV export and reads operational metadata rather than customer PII content.
Signals read
Resolution rate
Agent-touched tickets closed without a human reply.
Time to first response
Median time from inbound to first agent message.
CSAT lift
CSAT delta on agent-touched tickets versus baseline.
Escalation rate
Share of tickets the agent handed to a human.
Human override rate
Frequency of rep replacement of agent drafts.
B2B SaaS support · 14 reps · 2 triage agents
22%
more tickets closed
9 pts
CSAT drop, no-reply tickets
11 days
of reduced CSAT
The dashboard isolated billing-question intents, and CSAT recovered within the next sprint cycle after two macros were rewritten and one routing rule was patched.
Governance
SOC 2 in progress
Type II audit under way. Interim report on request.
Read-only data access
Write access to a CRM, jobs platform, or call data is never requested.
Algorithm-only scoring
Every score is computed by the algorithm. Manual overrides do not exist.
Anonymized at ingest
Identifiers stripped before aggregate analytics. No training on identified rows.
Connect your helpdesk and receive first scores within 48 hours.
Setup takes 5 minutes over read-only OAuth to Zendesk, Intercom, or Front.