--- title: "Voice of the Customer (VoC) Software with AI Interviews | VoxDiscover" description: "VoC software that listens: AI voice agents interview your customers, analyse sentiment and emotion, and turn feedback into personas, journey maps and CRM data." url: https://voxdiscover.com/voice-of-the-customer --- 1. [Home](https://voxdiscover.com/) 2. Voice of the customer Voice of the customer # Voice of the customer, heard, not surveyed. Scores tell you something changed. Conversations tell you why. VoxDiscover's AI voice agents interview your customers at scale and turn what they say, and how they feel, into insight your teams can act on. [Get Access](https://voxdiscover.com/registration)[See Pricing](https://voxdiscover.com/pricing) - AI voice interviews - Sentiment & emotion analysis - Customer personas - Journey maps - CRM · DWH · App integration - GDPR compliant - Voice of the customer - Customer feedback - Sentiment analysis - Emotion insight - Personas - Journey maps - CRM integration The basics ## What is voice of the customer? **Voice of the customer (VoC) is the practice of capturing what customers need, expect and feel, in their own words, and turning it into better products, marketing and customer experience.** A VoC programme usually blends several sources: surveys, reviews, support tickets, sales calls and customer interviews. Interviews are the richest of them, because they capture the reasons and emotions behind an opinion, but they have always been the hardest to run at scale. That is the gap VoxDiscover closes. [AI customer interviews](https://voxdiscover.com/ai-customer-interviews) bring the depth of a conversation to every customer you want to hear from, not just the handful a research team has time to call. 1. ### Scores without reasons An NPS or CSAT score tells you that something changed. It rarely tells you why, or what to do about it. 2. ### Survey fatigue Long forms get skipped or rushed. The customers with the most to say are often the least likely to type it. 3. ### No emotion in the data Text boxes flatten frustration, relief and excitement into the same neutral words. 4. ### Insight that goes nowhere Feedback sits in exports, slides and spreadsheets, far from the CRM and the teams who could act on it. How VoxDiscover captures VoC ## Listen. Understand. Act. - Listen ### Conversations, not forms AI voice agents interview your customers in natural, goal-based conversations and follow up on what they say, by web call or phone, in their own language. - Understand ### Sentiment and emotion Every interview gets a transcript, a recording and detailed sentiment analysis that follows how the customer felt from moment to moment. - Act ### Insight where teams work Personas and journey maps summarise what you heard, and results flow into your CRM, data warehouse or app, so feedback becomes action. Sentiment analysis ## Hear how it was said Words are only half of the voice of the customer. In a spoken interview, hesitation, relief and frustration come through, and VoxDiscover's detailed sentiment analysis tracks them across the whole conversation. Instead of one score per customer you see the shape of the experience: the moment onboarding got confusing, the feature that made someone light up, the price question that made them pause. Across interviews, sentiment feeds the [customer personas](https://voxdiscover.com/customer-personas) and [journey maps](https://voxdiscover.com/customer-journey-mapping), so you know which segments and which stages need attention first. *[Image: Sentiment curve moving between positive, negative and neutral emotions over an interview]* Build a VoC programme ## A voice-of-the-customer programme in five steps A practical way to start, whatever your current feedback tools. 1. ### Pick the decisions Start from what you need to decide: why trials don’t convert, why customers leave, what to build next. 2. ### Choose the moments Ask at the moments that matter: after onboarding, a purchase, a support case or a cancellation. 3. ### Invite everywhere Trigger interview invitations from your website, app, email or SMS. The AI agent does the rest. 4. ### Read the patterns Review sentiment, themes, personas and journey maps across hundreds of conversations at once. 5. ### Close the loop Push results into your CRM or DWH, act on them, and keep listening to see what changed. *[Image: Laptop showing the VoxDiscover customers view: every interviewed customer with their calls and insights]* FAQ ## Voice of the customer: questions, answered ### What is voice of the customer (VoC)? Voice of the customer (VoC) is the practice of capturing what customers need, expect and feel about a company, in their own words, and using it to improve products, marketing and customer experience. It covers surveys, reviews, support conversations and, most directly, customer interviews. ### What is VoC software? VoC software collects customer feedback and turns it into insight. Most VoC tools are built around surveys and scores. VoxDiscover is built around conversations: AI voice agents interview customers and the platform analyses sentiment, builds personas and journey maps, and integrates the results with your CRM or data warehouse. ### How is this different from an NPS or CSAT survey? A survey gives you a score and, at best, a short comment. An AI voice interview asks follow-up questions, so you learn the reasons behind the score and how the customer felt about it. Many teams keep their score surveys and use VoxDiscover to understand the “why”. ### How does the sentiment analysis work? VoxDiscover analyses each interview for sentiment and emotion and shows how it moves between positive, negative and neutral over the conversation, so you can see which topics lift or sink the mood. ### Can VoC insight go into our CRM? Yes. Results can be integrated into your CRM, data warehouse (DWH) or app, so customer insight becomes part of the workflows your teams already use. CRM/DWH integration is part of the Premium plan. ### Which languages are supported? Interviews can run in 20+ languages, including English, Spanish, French, German, Dutch and Italian, so one VoC programme can cover several markets. ## Explore the platform [Plans & pricing →](https://voxdiscover.com/pricing) - ### [AI Customer Interviews](https://voxdiscover.com/ai-customer-interviews) How AI voice agents run natural, adaptive customer interviews at scale, and what you get from each one. - ### [AI Customer Personas](https://voxdiscover.com/customer-personas) Personas and segments generated from real customer conversations: characteristics, goals, needs and pain points. - ### [AI Customer Journey Mapping](https://voxdiscover.com/customer-journey-mapping) Journey maps generated from interviews: every stage, touchpoint, pain point and emotion, kept up to date. - ### [AI Voice Interviews vs Surveys](https://voxdiscover.com/ai-interviews-vs-surveys) Surveys, human interviews or AI voice interviews: depth, scale, speed, cost and bias compared, and when to use which. Start listening ## Give your customers a voice. Turn customer feedback from a score into a conversation, with every customer you want to hear from. [Get Access](https://voxdiscover.com/registration)[See Pricing](https://voxdiscover.com/pricing)