The first scorecard for the B2A (business to agent) era finds the average brand scores 42 out of 100, and half of the agents are stopped before they can ask a question.
NEW YORK CITY – October 20, 2026 – Lorikeet, the AI customer experience platform for complex and regulated industries, today published The AX Index. The index ranks 50 well-known US consumer brands by how well they serve the personal AI agents that act for their customers.
People now send personal AI agents to cancel a plan, chase a refund or make a booking. Lorikeet sent more than 1,000 of these agents, each acting for a real person, to the support teams of all 50 brands. Lorikeet also tested each brand’s website with an automated browser, with a request that identifies itself as ChatGPT’s agent, and with an AI agent given three common customer jobs.
The AX Index found:
- The average brand scores 42 out of 100. Meta ranks first with 66. Verizon, sixth with 60, leads Telecom.
- Half of the agents are stopped before they can ask. In 441 of the 884 conversations scored, a login, an app or a pre-chat form asked for details that a new customer’s agent cannot give.
- Many homepages turn agents away. 13 of the 47 homepages Lorikeet could test turned away both the automated browser and the ChatGPT agent request.
- Brands are often not the source of the answer. Only 40% of the 4,286 pages the AI read came from the brands’ sites. For 38 of the 50 brands, less than half did. For a refund question about Instacart, 0 of 22 pages came from Instacart.
- The best support works for an agent the way it works for a person. The top brands gave a clear answer with no login: the steps, the cost and the timeframe.
The top 10 are Meta (66), SiriusXM (64), Frontier Airlines (63), Spotify (61), PayPal (60), Verizon (60), Peloton (59), BetterHelp (59), Sonos (57) and Southwest Airlines (56).
Each brand gets a score out of 100 across four weighted categories: Service (35%), Authority (30%), Access (20%) and Readability (15%).
“B2A is becoming the front door for every consumer business. The AX Index is the first scorecard of how they are doing, and so far it is not great. The best brands answer an agent the way they answer a person. Many others turn personal agents away before they can ask anything,” said Steve Hind, co-founder and CEO of Lorikeet.
Availability
The full index, the method and the scores for all 50 brands are at theaxindex.com. No brand pays to be included or to change its position. Any company can ask to be scored.
About Lorikeet
Lorikeet is the AI concierge platform that resolves complex customer issues end to end within each company’s guardrails, for scale-ups in regulated industries like fintech, healthcare, and insurance. Co-founded by CEO Steve Hind (previously at Stripe) and Jamie Hall (one of the earliest LLM researchers at Google Brain). Learn more at lorikeetcx.ai.
