VOÏA Overview¶

VOÏA is a conversational Voice of Client (VoC) platform that collects unstructured customer feedback and converts it into structured, analysis-ready data.

It replaces traditional surveys with AI-driven conversations and provides clear insights into customer sentiment, loyalty, and risk.

What VOÏA Does¶

VOÏA enables organizations to:

Capture authentic customer feedback through conversational AI
Extract structured outputs such as NPS, sentiment, and key drivers
Identify churn risks and growth opportunities
Analyze feedback across segments, products, and customer types

How VOÏA Works¶

VOÏA operates in five steps:

Campaign Setup
Define the target audience and context of the feedback campaign.
Participant Engagement
Participants are invited to interact with VOÏA through a conversational interface.
AI Conversation
VOÏA conducts adaptive, real-time conversations, asking follow-up questions based on responses.
Data Structuring
Each interaction is processed to extract structured outputs.
Insight Generation
Aggregated results are analyzed to produce actionable insights.

Structured Outputs¶

Each conversation generates standardized data, including:

NPS score (0–10)
Sentiment (positive, neutral, negative)
Key drivers (themes influencing feedback)
Risk signals (churn indicators)
Growth signals (upsell or expansion potential)
Full conversation transcript

The Pulse-Based Model¶

VOÏA uses a pulse-based measurement approach.

A “pulse” is a structured feedback campaign conducted at key intervals (e.g., quarterly).

This model:

Reduces survey fatigue
Captures feedback at meaningful moments
Enables comparison over time

Each VOÏA engagement includes multiple pulses per year.

Why VOÏA¶

Traditional VoC programs rely on static surveys and manual analysis.

VOÏA replaces this with:

Conversational data collection
Automated structuring of qualitative feedback
Scalable insight generation

This enables faster, more accurate understanding of customer experience and decision drivers.