The CX Score measures how customers feel about their support experience - across both Fin and human interactions. It gives support leaders and teams full visibility into customer sentiment, without relying on surveys.
In this article, you'll learn about the challenges the CX Score aims to solve, how to access and interpret your scores, and best practices to maximize its value.
Note: The CX Score is currently in open beta for US/EU/AU-hosted workspaces using Fin.
What challenges does the CX Score help solve?
The CX Score is helping support leaders and teams address the following issues:
Surveyed CSAT is incomplete and biased - It captures feedback from a small, self-selecting group, often overrepresenting extreme opinions.
Customers score AI and human agents differently - Customers tend to score AI support more harshly, making it hard to assess AI fairly.
Disengaged customers go unmeasured - Customers who don’t respond to surveys - including those who had a neutral or frustrating experience - are often left out of satisfaction metrics.
There’s no scalable way to measure satisfaction across all AI and human-led conversations - Without full coverage, teams struggle to track trends, identify friction points, and improve overall support quality.
Survey design can skew results - Small changes, like survey timing or phrasing, impact scores without support quality having changed.
The CX Score addresses these gaps by scoring every meaningful interaction—without relying on surveys—so support teams can get a fuller, more consistent view of customer sentiment across both Fin and teammate conversations.
Note: The CX Score is only available to customers who are using Fin - deploy Fin to see your CX Score across all conversations in any language.
How CX Score works
The CX Score uses machine learning to score meaningful conversations based on specific factors called CX Score Reasons.
The model analyzes the conversation to identify clear signals—positive or negative—across the following categories:
Answer quality (Fin AI Agent): Measures how clear and accurate the Fin AI Agent’s response was, and if it resolved the issue without contradiction.
Answer quality (Teammate): Measures how clear and accurate a human teammate's response was, and if it resolved the issue without contradiction.
Customer effort: Measures how much work the customer had to do to get help (e.g., repeating themselves or multiple handovers).
Strong emotion: Detects if the customer expressed strong positive or negative feelings, such as joy, gratitude, frustration, or anger.
Product/Service feedback: Captures praise or criticism of the product (features, bugs) or the service provided (delivery, reliability).
Policy feedback: Highlights positive or negative responses to company policies, such as refunds or account rules.
How ratings are calculated
Each reason is evaluated independently. If a clear signal is found, the model assigns a value (positive, negative, high, or low). If there is no strong indication, the attribute is considered neutral.
There is no hidden formula or weighting where one reason influences the score more than another. Instead, the model looks at the combination of non-neutral reasons to derive a holistic CX Score rating from 1 to 5.
Specific criteria for CX Score
A conversation will receive a CX rating once the following conditions are met:
The conversation has been closed.
There is enough conclusive information in the conversation to determine a rating.
The conversation took place over chat or email (not phone).
Note: We recently expanded our criteria to include broader coverage. Short or low-context conversations that previously went unscored may now receive a rating, provided there is a clear signal to evaluate.
To keep scores accurate, the model automatically filters out spam.
How to access your CX Score
Overview report
To see your CX Score, go to Reports > Overview and scroll down to find the "CX Score” section.
This includes:
Overall CX Score - out of all conversations.
Fin AI Agent CX Score - conversations that were only handled by Fin.
Fin AI Agent and Teammate CX Score - where both Fin and a teammate participated in the same conversation.
Teammate CX Score - conversations that were only handled by a teammate.
CX Score over time - Shows the trend over time using the above metrics in a multi-metric line chart.
Positive CX Score Drivers - CX score reason attributes that have the most influence on positive customer experiences.
Negative CX Score Drivers - CX score reason attributes that have the most influence on negative customer experiences.
Hover over metrics and click Drill-in to see detailed explanations of why a certain score was assigned.
Note:
The “Customer Satisfaction” section on the Overview report has been renamed to “Surveyed CSAT”.
Although CX Scores are calculated for both Fin and teammate conversations, you must be using Fin to view CX Scores across all conversations.
Topics Explorer
The Topics Explorer allows you to track performance by topic, not just team. Each topic includes CX Score so you can see which issues are handled well and which need attention.
Focus where it matters most by identifying high-volume, poor CX Score topics and click on them to see the tree map and line charts broken down by subtopics. This enables you to make targeted improvements to the most impactful subtopics by addressing the root cause of the volume and negative CX.
Note: You must have enough eligible conversations to start seeing topics with CX Scores. Learn more about AI-generated topics and subtopics.
Fin Performance dashboard
The Fin Performance dashboard shows the percentage of positive customer ratings out of all ratings received for conversations handled exclusively by Fin, without any human agent involvement.
This score reflects how satisfied customers are with Fin's service. Click Drill-in to view the conversations behind Fin’s CX Score, along with a detailed summary that combines specific CX Score reasons with the context of the customer's query to explain exactly why the score was given.
Fin AI Agent report template
The Fin AI Agent report template has been updated to include the Fin AI Agent CX Score at the top and in the Fin AI Agent’s impact over time line chart.
The “Fin AI Agent CX Score” section of this template gives you a complete overview of:
Fin AI Agent CX Score
Fin AI Agent conversations with a CX Score rating
Fin AI Agent CX Score ratings
Fin AI Agent CX Score ratings - by time
This includes a table view of individual conversation ratings and explanations.
Note:
The Fin AI CSAT charts have been removed from this template. You can add them back by dragging them onto your report from the chart library.
These updates only apply to the template and will only affect customers who haven’t previously made edits to the Fin AI Agent report in their workspace.
Custom reports
The following metrics have been added to the Conversations dataset and can be used to build your own reports:
Metric | Definition |
CX Score | The percentage of conversations that received a positive CX Score rating (a score of 4 or 5) out of all conversations that were assigned a CX Score rating. |
Conversations with any CX Score rating | The total number of conversations that have a CX Score rating. |
Conversations with positive CX Score rating | The number of conversations that received a positive CX Score rating (a score of 4 or 5). |
Note: Each of these metrics has also two versions with a different timestamp:
Conversations started at
Conversation last closed at
We’ve also added new attributes to Intercom reporting:
CX Score rating: This is the rating from 1 (negative) - 5 (positive).
CX Score reasons: The specific factors that influenced the score (e.g., High answer quality, Negative product feedback). You can use this to filter or segment charts to see which reasons drive your scores.
CX Score rating explanation: Once a conversation is given a CX rating, it is also given a summary as to why the rating was given.
Tip: These attributes are available in Reports, the Inbox, and via Conversations endpoint of our API within the "custom_attributes" object.
You can segment or filter CX metrics in your reports by the “Agent Type” attribute to understand how different participants are performing.
For example:
To see the CX Score for conversations handled only by human agents, filter by Agent Type is Teammate.
To view how Fin is performing, filter by Agent Type is Fin.
Getting the most from your CX Score
To maximize the value of your CX Score, we recommend the following:
Action | What to check |
Track trends and patterns |
|
Investigate low-scoring conversations |
|
Explore AI-generated explanations |
|
FAQs
How is the CX Score different from CSAT?
How is the CX Score different from CSAT?
Traditional CSAT surveys offer a narrow and often biased view of customer satisfaction. Response rates are low, feedback tends to reflect only extreme experiences, and AI support is often rated more harshly than human-led conversations.
The CX Score addresses these gaps by scoring every meaningful interaction—without relying on surveys—so support teams can get a fuller, more consistent view of customer sentiment across both Fin and teammate conversations.
How do I see my CX Score?
How do I see my CX Score?
To view your CX Score, go to Reports > Overview, then scroll down to find the "CX Score” section. You can also view Fin’s CX score in the Fin AI Agent report template, Performance dashboard, or build your own custom reports using CX Score metrics and attributes.
Note:
Although CX Scores are calculated for both Fin and teammate conversations, you must be using Fin on your workspace before you can view CX Scores.
It can take a few hours for a conversation to be assigned a CX Score.
How far are conversations backfilled for the CX Score?
How far are conversations backfilled for the CX Score?
We backfilled 28 days of your conversations using the "last closed at" timestamp.
I don’t agree with some of the CX Scores. What can I do?
I don’t agree with some of the CX Scores. What can I do?
Just like with CSAT, if you believe a CX Score isn’t accurate or shouldn’t be counted, you can tag the conversation (e.g., with “exclude_from_cx”). Then, use that tag to filter out those conversations in your reports.
What happened to the Fin CSAT charts in the Fin report?
What happened to the Fin CSAT charts in the Fin report?
We have replaced Fin CSAT with the CX Score in the Fin AI Agent report template. If you'd like to continue using Fin CSAT, go to the chart library when editing a report. From there, you can add the old CSAT charts back in.
Can CX Score be used to measure individual teammate performance?
Can CX Score be used to measure individual teammate performance?
No, CX Score is not intended to help assess individual teammate performance, even when a teammate handles the entire conversation from start to finish. In conversations involving multiple participants (e.g. Fin starts the conversation and a teammate finishes it), the CX Score reflects the overall customer experience rather than individual contributions.
It's also worth noting that surveyed CSAT wasn’t perfect for agent-level attribution. The CSAT survey typically goes to the customer at the end of the conversation and is worded as feedback on the last person involved. However, customers may be rating the entire experience—including Fin and earlier agents who responded to the conversation.
Under our existing Terms, customers are not permitted to use or rely on CX Score where it would materially influence decisions related to reviews of performance of human agents and/or to evaluate the performance of such human agents. Such use could be classified as a high-risk AI system under the the EU AI Act, which would be contrary to Intercom's AI Product Terms and Acceptable Use Policy.
How do I measure CX at the individual teammate level?
How do I measure CX at the individual teammate level?
To identify CX for individual teammates, use the “Teammate replied to” attribute in your report filters or segments. This includes any conversation where the selected teammate sent at least one reply to the customer—even if other participants (like Fin or other teammates) were also involved.
Why can’t I filter by CX rating on some charts and reports?
Why can’t I filter by CX rating on some charts and reports?
CX rating and explanation attributes are only available on metrics that are derived from our Conversations dataset. If you're working with metrics outside that dataset, the CX attributes won’t be available for filtering or segmentation.
Does CX Score apply to tickets?
Does CX Score apply to tickets?
CX Score does not apply to Back-office tickets or Tracker tickets in Intercom. However, it will be applied to Customer tickets that are converted from a conversation which started over your email or live chat channels.
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