Assembled Launches New Metric: AI Experience Scores

Assembled has introduced a new metric designed to help support teams evaluate the quality of AI-handled customer interactions: AI Experience Scores.

The metric has been developed to provide additional insight into how AI-led support conversations are experienced by customers, as organisations increasingly rely on automation to handle a growing share of enquiries.

For many years, customer experience in support environments has largely been measured through CSAT. While widely used, the metric typically captures feedback from only a small proportion of customers and can offer limited insight into the reasons behind a positive or negative experience.

Assembled says that AI Experience Scores are designed to complement existing metrics rather than replace them.

The system automatically evaluates every AI-handled interaction and assesses experience quality alongside operational measures such as resolution and containment.

Each interaction is rated as excellent, good, or poor based on three components: resolution progress, efficiency, and customer sentiment.

Resolution progress measures how effectively the AI moved the customer towards a solution, efficiency evaluates how smoothly the interaction progressed, and sentiment tracks the customer’s emotional trajectory during the conversation.

The company says the scoring system has been designed with transparency in mind.

“We believe experience measurement should be explainable. Your AI Experience Score is not a black box.”

Support teams can review individual cases, examine sub-scores, and analyse conversation transcripts alongside the evaluation.

The metric can also be used alongside existing frameworks such as CSAT, manual quality assurance, and operational performance metrics.

“AI Experience Scores work alongside your existing evaluation framework – not instead of it.”

By combining operational metrics with experience-based scoring, the approach aims to give support teams clearer insight into how AI interactions are performing and where improvements may be needed as automation continues to scale within customer service operations.

For more information about Assembled - visit the Assembled Website

About Assembled

Assembled is a Support Operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead. Leading brands use Assembled's workforce and vendor management capabilities to make optimal staffing decisions, gain visibility into performance and productivity, and unlock new ways to serve evolving customer needs.

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Author: Hannah Swankie
Reviewed by: Megan Jones