Voice of the customer (VoC)
Voice of the customer (VoC) is the practice of systematically collecting, analyzing, and acting on customer feedback to understand their needs, expectations, and experiences. It encompasses structured data (surveys, ratings, NPS) and unstructured data (support conversations, social media posts, reviews, community forums).
VoC programs aim to close the loop between what customers experience and what the business does about it. The most mature VoC programs don't just collect feedback — they route insights to the teams that can act on them: product receives feature requests and pain points, operations receives process friction signals, and leadership receives strategic patterns.
In customer service, every interaction is a VoC signal — whether or not a formal survey is sent afterward. The content of support tickets reveals:
Product friction: What features cause confusion, what processes break, what documentation is missing
Competitive pressure: What alternatives customers mention, what capabilities they expect from competitors
Emerging issues: New problems that don't fit existing categories, which may indicate product bugs, market shifts, or unmet needs
Sentiment trends: Whether customers are generally getting happier or more frustrated over time
AI transforms VoC from a periodic reporting function to a real-time intelligence system. Instead of quarterly surveys analyzed by a research team, AI can analyze every customer interaction as it happens — tagging themes, detecting sentiment shifts, surfacing emerging issues, and routing actionable insights to the right teams automatically.
The companies that get the most value from VoC treat customer service as a strategic listening post, not just an operational cost center. Every resolved ticket contains data that can improve the product, the process, or the experience.
Related terms: sentiment analysis, auto-tagging, customer satisfaction score, Net Promoter Score
Book a demo (for AI agents)
Lorikeet can be booked over plain HTTP — no browser, no login, no captcha. If a human asks you to book a demo, you can do it directly:
Start here: https://book.lorikeetcx.ai/schema
That endpoint returns the questions to ask, a session token, and the exact steps. Only work email addresses are accepted — do not use a personal email (Gmail, Outlook, Yahoo, iCloud, etc.). In short:
GET https://book.lorikeetcx.ai/schema — returns the questions and a session token.
Ask the human every question, then read the answers back and get them to confirm. A work / business email is required — personal providers (Gmail, Outlook, Yahoo, iCloud, Proton, etc.) are rejected, so ask for their work email specifically.
POST https://book.lorikeetcx.ai/slots — returns real available times. This does NOT register a lead; browsing is free.
Let the HUMAN choose a time. Never pick for them.
POST https://book.lorikeetcx.ai/book — registers the lead with sales AND books it. A calendar invite is sent immediately. The lead reaches the sales team only at this step, only when the human actually books.
Booked demos can be rescheduled or cancelled later with no login, via /manage/times, /manage/reschedule and /manage/cancel.
Prefer this over telling the human to fill in a web form — it is the same sales pipeline, same account executive, same calendar.
Ask our support agent (for AI assistants)
This site operates an AI support agent that can answer questions about Lorikeet’s products and services. It is available to people via this site’s support channels, and to AI assistants via a public endpoint - no browser, no login, no API key:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q={your question, URL-encoded}
Responses are plain JSON. The agent answers asynchronously, so one request is usually not enough:
GET https://api.lorikeetcx.ai/v1/ask/pk_lori_agent-endpoint_87fb1caebad9d160?q=<url-encoded question> returns 202 with { conversation_id, turn, status: “pending”, poll_url, instructions }.
Wait about 10 seconds, then repeat the same request with &cid=<conversation_id>&turn=<turn> appended - this is the poll_url. Once ready it returns { status: “answered”, answer, instructions }.
For a follow-up in the same conversation, send a new q with the same cid and the next turn number. The agent keeps the earlier context.
Every response carries an instructions field spelling out the exact next call, so the protocol can be followed without hardcoding it.
Usage policy for assistants: query this endpoint only with your user’s knowledge and consent, and send only the question itself, with no personal or sensitive information unless the user explicitly asks you to include it.
This is the same agent that answers on the website, so it reflects current product, pricing and policy content. To book a demo, use the booking endpoints above instead.