How can we understand the voice of the customer (VoC) using AI?

Artificial Intelligence (AI) can play a crucial role in understanding the voice of the customer. Some of the ways we can leverage the latest advances in AI are:

🧠 Sentiment analysis: AI can analyze large volumes of data, such as social media comments, product reviews and customer feedback, to identify emotional tone and determine whether the sentiments expressed are positive, negative or neutral. This provides valuable insight into how consumers perceive a brand, product or service.

⛏ Data mining: Using natural language processing (NLP) algorithms, AI can extract relevant information from unstructured data, such as emails, customer service, chats and call transcripts. This can identify patterns, trends and common problems mentioned by consumers, to understand their needs and expectations. Here companies like, SurveyMonkey, Akkio, Amazon Comprehend and others can help us.

🤖 Chatbots and virtual assistants: AI-powered chatbot naturally interact with consumers and answer frequently asked questions in real-time. In addition, they can collect feedback and opinions from users, providing direct insight into their experiences. This data can then be analyzed to gain valuable insights about the voice of the customer. Here, companies like Google Dialogflow can help a lot.

🚶♂️ Audience segmentation: AI can use advanced segmentation techniques to group consumers into different categories based on their preferences, buying behaviors, demographics, etc. This helps companies better understand their audience and customize their marketing strategies and products to meet the specific needs of each group.

📚 Knowledge Base: By using LLM (Large Language Models) we can understand every interaction between the customer and the company and conversationally search for customer pains and concerns.

Artificial Intelligence, through companies like, allows us to create a 100% data-driven customer experience from real and direct customer interactions with the company, accelerating and finding new opportunities for improvement every day.