Voice-of-customer monitoring
Find recurring friction across calls, tickets, surveys, and reviews, then give the responsible team the evidence to investigate it.
1.
Collect the feedback
Bring approved conversations and survey responses together with product and customer-segment context.
4.
Track the response
Send findings to product or service owners and monitor whether the issue recurs after a change.
2.
Identify recurring issues
Group related feedback and distinguish repeated problems from isolated comments.
3.
Investigate the change
Compare themes over time, inspect representative examples, and identify the customers affected.
Evidence in, action out.
The operating problem
Surveys and quarterly reviews lag behind the issues already appearing in calls, tickets, and conversations.
How the workflow runs
Group recurring feedback, compare changes across customer segments, and route emerging issues with representative evidence.
Evidence and inputs
Tickets, calls, chats, surveys, reviews, account attributes, product events, and taxonomy definitions.
Actions and handoffs
Cluster themes, quantify change, surface representative evidence, alert owners, and track whether fixes reduce recurrence.
Operating outcome
Earlier detection of customer problems and a clearer link between feedback and action.
Controls for production
PII handling, sampling rules, minimum evidence counts, bias checks, access boundaries, and anonymized reporting.
Connect customer feedback to the work it should change
Make recurring customer problems visible to the teams that can investigate and address them.
Forge
Connects feedback, customer context, ownership, and follow-up.
Heimdall
Monitors conversations and reviews for emerging themes.
Mimir
Adds examples and affected customer segments to each finding.
One intelligence layer from plan to delivery
16x
Faster time-to-insight
5
Fewer tools needed
80%
Avg. cost reduction
8 hrs
Saved per team per week
Use the feedback your teams already collect
Connect service channels, survey tools, and your CRM, then deliver findings to the product and service workflows responsible for follow-up.
Turn AI potential into real business outcomes
Resources
Certified
Compliant
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