Intercom Builds Trustworthy CX Score Metric

Intercom describes its redesigned CX Score, a conversational customer-experience metric validated against thousands of manually reviewed conversations and statistical tests. The system, built by 37 ML scientists and 350 engineers, claims F1 above 0.8, includes explainable reasons and excerpts, and was field-tested with customers. Intercom says CX Score aims to give support leaders auditable, scalable measurement across channels and languages.