---
title: "Score every AI customer service answer — Dazza help"
description: "Dazza scores its own answers in every conversation from 1 to 5, says why, and records whether the customer got what they needed. See the lowest scores first."
url: https://dazza.io/help/answer-quality
updated: 2026-10-27
---

# Answer quality and resolution

Every conversation gets a 1 to 5 score for Dazza’s answers, with a reason, and whether the customer’s need was met.

*1 min read · Updated 27 Oct 2026 · 3 sections*

Dazza judges every conversation, so you can see how well it’s doing without reading them all.

## What’s judged

When Dazza labels a conversation with its [topics, sentiment and language](https://dazza.io/help/topics), a minute after it goes quiet, it also records:

- **Need met:** yes, no or unclear. Did the customer get what they needed, from Dazza or from your team? Unclear means they went quiet before it was settled.
- **Quality of Dazza’s part:** 1 to 5, for Dazza’s own replies only, never your team’s.
- **A reason:** one line, such as “answered from the returns page” or “guessed a delivery date”.

| Score | Means |
| --- | --- |
| 5 | Accurate, from your knowledge, and complete. |
| 4 | Right, but could be clearer or shorter. |
| 3 | Partly helpful, or honestly said it didn’t know and offered the team. |
| 2 | Vague, unhelpful or missed the question. |
| 1 | Wrong, made something up, or promised something it can’t. |

Conversations where Dazza didn’t reply have no score. If the customer writes again, the conversation is judged again.

## In the inbox

The side panel shows **Quality**: whether the need was met, the score and the reason. On smaller screens they show under the customer’s name. **Relabel** judges it again.

## In Insights

**Answer quality** shows, for the period and channel you’ve chosen:

- the average score of Dazza’s answers
- how often the customer’s need was met, with the split between yes, unclear and no
- the lowest-scoring recent conversations, with the reason, each linking to the conversation

Start with the lowest scores. If Dazza guessed or got it wrong, [correct the answer](https://dazza.io/help/corrections) or add what was missing to your knowledge.