Voice of Customer
Product ships weekly but VOC still means spreadsheets, sample reviews, and gut feel in leadership meetings.
Scheduled analysis of closed conversations produces categorized insights, behavioral signals, and dashboards your team actually uses.
Voice of Customer
Last 30 days · 847 tickets
Theme volume
Top quote
“I couldn't find where to invite teammates after the redesign.”
How it works
Ticket ingestion
Multi-channel sync
What you get
- Automated tagging against your VOC categories
- Behavioral insights pulled from conversation patterns
- Highlight reels and recurring themes per period
- Consolidated reporting for leadership-ready summaries
“My team was terrified they'd be replaced. Six months later, they're doing less tickets and more strategy. The fear didn't go away, the reason for it did.”
Jose Julio
Chief Customer Officer @ Metricool
10h
back per person, per week · more strategy time
Common questions
How is this different from our helpdesk analytics?
Helpdesk metrics track volume and CSAT. We analyze conversation content for themes, risks, and product signals your charts miss.
Can we use our own category taxonomy?
Yes—tagging runs against categories you define and refine over time.
Does it replace manual QA sampling?
It scales what sampling hints at: your team focuses reviews on cases the Play flags as high-signal.
What about hallucinations and unwanted AI behavior?
Every Play runs through guards before a reply ships: policy checks, scope limits, language alignment, and custom misbehaviour rules you define. Guard failures surface in your control dashboard—you see when issues appear, how often, and whether they trend down over time. You are not blind to bad outputs; you define what "misbehaviour" means for your team and track it as Plays graduate from copilot to autonomous.