Notice for: Channels using ALF Analytics
The CX Score evaluation feature in ALF Analytics, previously provided as an Open Beta (OBT) for select channels since April 24, will be officially released to all channels on Friday, May 29.
Along with the official release, the criteria for CX Score evaluation will also be updated. Only chats with sufficient conversation activity will now be included in scoring. This helps reduce noise from low-context or one-off conversations and ensures the CX Score more accurately reflects actual response quality.
◼︎ Official Release Date
Friday, May 29, 2026
◼︎ CX Score Improvements
※ These updates have already been applied to channels participating in the Open Beta.
Unified evaluation standard for both ALF and agent responses
Up to 10 customizable evaluation criteria and weights tailored to your service
Integration with the Topic feature to view CX Score distribution by inquiry type
For more details, please refer to the announcements below:
[Notice] CX Score Criteria Update and Topic Feature Launch (Apr 24, 2026)
[April Update Notes] AI can automatically evaluate and analyze chats
◼︎ Changes Applied with the Official Release
※ These changes apply to all channels, including those in the Open Beta.
The CX Score evaluation target criteria will be updated as follows:
Before:
All chats involving ALF
After:
Chats involving ALF where:
The user sent at least 2 messages, and
ALF (or an agent) sent at least 2 messages
In addition, CX Score evaluations will now be processed in real time when a chat ends. As a result, the “Evaluating” status will no longer be shown in the chat processing funnel.
◼︎ Notes
The ALF CX Score metric in Custom Reports will also follow the updated evaluation criteria above.
If you have any questions, please contact us via Channel Talk.