Customer expectations are rising, and AI is central to meeting them. McKinsey reports that 78% of organizations now use generative AI, with customer-facing functions among the most common. As a case in point, PwC found 41% of execs already see improved CX from GenAI, and IDC predicts 80% of enterprise data will be unstructured by 2025, making automation essential. 

Yet traditional Voice of Customer (VoC) programs, which rely on periodic surveys, can’t keep up with the pace or complexity of today’s feedback spanning reviews, emails, chats, and calls. 

Deloitte also suggests that 79% of leaders expect GenAI to transform their orgs within three years, with customer operations as a key value area. 

This guide explores how AI transforms VoC, features to look for, tools to consider, and why SentiSum leads as an AI-native VoC solution.

What is AI in Voice of Customer?

Voice of the Customer (VoC) programs capture customer feedback to inform product, service, and brand decisions. Traditionally reliant on surveys and periodic reports, they often deliver insights too late. 

AI-native VoC changes that by using NLP, machine learning, and generative AI to analyze unstructured feedback from emails, chats, calls, reviews, and social media in real time. This enables companies to detect emerging issues, track sentiment, and uncover root causes early. 

IBM reports that conversational AI has improved productivity by 94% and reduced agent effort by 87%. Unlike static, survey-centric tools, AI-native VoC platforms offer a proactive, continuous view of customer sentiment—making feedback a strategic asset, not a retrospective report.

How AI Enhances the Voice of Customer Process

AI enhances every stage of the Voice of the Customer lifecycle by automating data collection, interpretation, and insight delivery in real time.

• Omnichannel data ingestion: AI continuously captures feedback from support tickets, chat, calls, surveys, reviews, and social media, eliminating silos and manual effort.
• Automated tagging: Machine learning assigns accurate topic and sentiment tags without relying on rigid taxonomies, adapting to evolving language.
• Sentiment and intent detection: NLP identifies how customers feel and what actions they may take, enabling timely interventions.
• Insight summarization: Generative AI condenses thousands of inputs into clear, directional insights and uncovers emerging themes.

Proactive alerts: Anomaly detection flags sudden spikes in sentiment or complaints, prompting early response before issues escalate.

AI-native VoC programs reduce the lag between feedback collection and action, turning customer signals into a continuous, organization-wide feedback loop.

5 Real-World Use Cases of AI in VoC

AI in Voice of the Customer is no longer experimental. It’s driving measurable results in large enterprises, as observed in these companies:

1. Gousto: Centralizing Nine VoC Channels for Self-Service Insight

What they needed: Gousto, a fast-growing meal kit provider, was collecting feedback from nine different channels—including AWS voice calls, CSAT surveys, and live chat—but insights were scattered across tools and teams. CX leaders needed a way to unify data and make it accessible company-wide without relying on manual analysis.

What they achieved with SentiSum: By integrating all channels into SentiSum’s AI-native VoC platform, Gousto gained a single source of truth for customer feedback. 

AI-driven tagging and sentiment analysis allowed stakeholders—from operations to product—to self-serve insights in real time. This reduced the time to insight from days to minutes and equipped teams to act on issues like delivery experience and recipe quality faster, improving retention.

2. Lakrids by Bülow: Turning Qualitative Feedback into Quantifiable Strategy

What they needed: Premium confectionery brand Lakrids was gathering valuable customer feedback through support tickets, but lacked a way to quantify recurring issues and translate them into product or service improvements. Leadership relied on anecdotal reports, which slowed decision-making.

What they achieved with SentiSum: With AI-native topic detection and sentiment tagging, Lakrids gained monthly, data-driven reports highlighting top customer pain points. This led to targeted action, such as improving packaging to cut related complaints by 26%, and refining processes that boosted CSAT by 9 points. 

Teams for the first time could measure the direct impact of operational changes on customer satisfaction.

3. Butternut Box: Reducing Manual Tagging and Acting on NPS Drivers

What they needed: The fresh dog food subscription brand was spending excessive time manually tagging tickets in Dixa, using over 200 self-managed tags. This made it difficult to identify the true drivers behind NPS changes or prioritize action at a company level.

What they achieved with SentiSum: SentiSum’s AI-driven tagging condensed 200+ tags into clear, actionable categories tied to NPS outcomes. 

This gave the business a definitive view of what mattered most to customers—such as “value for money” and “delivery speed”—and enabled teams to set measurable goals against them. The streamlined process freed the CX team to focus on resolution and improvement initiatives instead of manual categorization.

Top Features to Look for in AI-Native VoC Tools

When you choose an AI-driven Voice of the Customer platform, you need to balance enterprise-level priorities such as speed, scale, and trust with the capabilities to make insight operationally useful for your team.

Here are the core features to prioritize:

• Omnichannel data ingestion: The best tools ingest feedback from every channel, such as email, live chat, support tickets, social media, review sites, and call transcripts without losing context or creating silos. This gives you a single source of truth instead of ten disconnected reports.
• Advanced NLP tagging and classification: Look for platforms that use natural language processing (NLP) to tag topics and sentiment in real time, based on how your customers actually speak, not on a fixed keyword list your team wrote last year.
• Sentiment and intent detection: Beyond positive/neutral/negative classification, AI should detect nuanced emotions and predict customer intent (e.g., cancellation, upsell potential) to inform proactive outreach.
• Generative summarization and trend detection: The ability to distill thousands of interactions into concise summaries for executives, while flagging emerging issues before they escalate.
• Real-time anomaly detection and alerting: Systems that trigger alerts when sentiment shifts or complaint volumes spike, enabling intervention within hours, not weeks.
• Integration into daily workflows: Seamless connectivity with CRMs, support desks, analytics platforms, and messaging tools to push insights directly where teams act. 

Benefits of Using AI for VoC Analytics

Here are the core benefits of using AI for Voice of the Customer (VoC) analytics:

• From Feedback to Insight in Real Time: AI accelerates VoC by delivering faster, real-time insights—support agents using AI handle 13.8% more inquiries per hour.
• Handle Feedback Across Channels and Languages: AI-native omnichannel VoC boosts conversion rates by 31% across emails, chats, reviews, and calls.
• Reduce Manual Effort and Operational Overhead: AI eliminates repetitive tasks like tagging, classifying, and sorting feedback, freeing CX teams to focus on resolution and improvement. 
• Deeper, Actionable Insights Across Departments: AI surfaces not just what customers are saying, but why, and enables teams across CX, product, ops, and marketing to act on that insight.

9 AI in Voice of Customer Tools Worth Exploring in 2025

The AI-native VoC market has matured significantly, moving beyond basic sentiment analysis to deliver real-time intelligence that drives business decisions. Here are the platforms leading this transformation, each offering distinct approaches to customer feedback analysis.

1. SentiSum (AI-native VoC platform; best for plug-and-play omnichannel insights for CX, product, and support teams)

SentiSum is an AI-native VoC analytics platform designed to help businesses extract actionable insights from customer feedback across multiple channels. It specializes in automating ticket tagging, identifying sentiment drivers, and uncovering trends from unstructured data such as support tickets, surveys, social media, and voice calls.

It's beneficial for customer-centric teams that need quick, scalable insights without manual analysis or technical training.

Core Features

1. Kyo is an intelligent AI assistant that proactively learns your role, questions, and focus areas, becoming smarter with every interaction. Modeled after a golden retriever for its inquisitive yet dependable nature, Kyo executes more than summarization. It powers anomaly detection, responds to ‘why’ questions, and is continually improving to tackle early warning and reactivation use cases.
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As a case in point, it delivers conversational, highly-actionable insights like "delivery complaints are up 23% this week due to packaging issues affecting your London operations."

Additionally, the assistant also automatically monitors topics you care about and surfaces relevant information before you ask, turning complex feedback data into clear, actionable direction.

2. Real-Time Root Cause Analysis: SentiSum's platform processes customer conversations as they arrive, identifying not just sentiment shifts but the underlying drivers. When customer satisfaction drops, the system immediately pinpoints whether it's due to product issues, service problems, or operational failures.

This capability has enabled clients to avoid product recalls by catching packaging errors within hours of the first complaints appearing.

3. Cross-Channel Intelligence Integration: The platform unifies feedback from over 100+ sources, including support tickets, reviews, voice calls, surveys, and social media into a single source of truth.

Unlike tools that simply aggregate data, the platform correlates patterns across channels to reveal insights that would remain hidden in siloed analysis. Teams can trace how a product issue first appears in reviews, escalates through support tickets, and impacts social sentiment.

4. Anomaly Detection and Alerting: SentiSum continuously monitors for volume spikes, unusual sentiment patterns, and emerging themes that could indicate brewing problems. The system learns your normal feedback patterns and automatically alerts relevant teams when something changes. 

This proactive approach has helped clients achieve 30% drops in escalations by catching issues before they spread.

5. Speech Analytics Capabilities: Beyond text analysis, SentiSum processes voice calls in real time, transcribing conversations and detecting emotional cues like frustration or satisfaction.

The platform tracks how customer sentiment changes throughout calls, providing insights into agent performance and identifying training opportunities. This comprehensive coverage ensures no customer voice goes unheard.

6. Multi-Language Support with Quality Assurance: The platform automatically processes feedback in multiple languages while maintaining accuracy through quality-assured AI tagging. Custom AI models are built for each customer's specific business context, ensuring insights reflect the nuances of individual industries and customer bases rather than generic sentiment categories.

Who is SentiSum Best For?

• Support and CX teams looking to reduce manual feedback analysis.
• Product teams wanting detailed insights into user pain points and feature feedback.
• VoC and Insights teams aiming to centralize feedback from multiple channels.
• Retention leaders and subscription brand executives under pressure from churn.
• Mid-market and enterprise companies with high customer interaction volume.

SentiSum Pros

• High accuracy in tagging and categorization
• Real-time analysis with natural-language queries
• Easy setup and intuitive dashboard with no technical training required
• Responsive customer success team for customization and onboarding
• Enables data-driven decision-making across departments

SentiSum Cons

• Full functionality may require some ramp-up time to explore
• Smaller app ecosystem than larger platforms like Qualtrics or Zendesk

SentiSum Pricing 

Starting at $3,000 per month, pricing is flexible and scales based on channels analyzed and feedback volume. An Enterprise plan is also available.

SentiSum Customer Reviews

• G2 rating: 4.8/5 
• Users also report improved visibility into support trends, faster root cause analysis, and better product decision-making

2. Chattermill- Unified Customer Intelligence Platform

Chattermill positions itself as a purpose-built customer intelligence platform specifically designed for CX teams who want to move beyond surface-level metrics to understand true customer reality. 

It excels at connecting feedback from surveys, reviews, support tickets, social media, and voice calls into a unified analysis engine that correlates patterns across channels. 

Core Features

• Advanced ABSA, phrasal analysis, and generative AI capabilities
• Connects feedback from all customer touchpoints
• Automatically alerts teams to emerging issues
• Unlimited users across organizations
• Seamless connection with popular CX and support tools
• Role-based views with unlimited reports

Chattermill Pros

• Purpose-built AI specifically designed for customer experience analysis
• No per-user fees allow organization-wide access without additional costs
• Strong real-time monitoring identifies problems before they escalate
• User-friendly interface enables quick adoption across teams

Chattermill Cons

• Occasional reporting inaccuracies can impact insight reliability
• The dashboard interface has a steep learning curve for some users
• Limited enterprise-grade features compared to larger platforms
• Some UI elements appear dated compared to newer competitors

Pricing

Chattermill Reviews

• Capterra (4.5/5)
• G2 Reviews

3. Qualtrics XM (Best for enterprises needing a VoC platform)

Qualtrics XM is an enterprise-grade VoC and experience management platform designed to help organizations collect, analyze, and act on customer feedback across multiple channels. 

With advanced survey capabilities, AI-driven sentiment analysis, and predictive intelligence, it supports data-informed decision-making at scale. Qualtrics is widely used across industries such as healthcare, finance, and retail to drive customer loyalty and improve operational outcomes.

Best features:

• Flexible survey builder with advanced logic and multi-channel distribution
• AI-powered text analysis and real-time sentiment scoring
• Predictive models for churn forecasting and customer behavior
• Native integrations with tools like Salesforce, Zendesk, and other CX platforms

Qualtrics XM Pros

• Highly scalable and configurable for complex enterprise use cases
• Powerful automation and analytics tools for proactive CX management
• Integrates seamlessly into existing enterprise workflows

Qualtrics XM Cons

• Expensive relative to other VoC tools in the market
• Steep learning curve; not as user-friendly for beginners
• Requires external tools for advanced dashboard visualizations

Qualtrics XM Reviews

• G2: 4.3/5
• Capterra: 4.6/5

Qualtrics XM Pricing

4. Medallia (Best for enterprises needing end-to-end VoC collection)

Medallia is a notable customer experience management platform tailored for large organizations that require real-time, omnichannel feedback capture and AI-powered analytics. 

Built for scale, Medallia enables businesses to centralize feedback from surveys, call centers, social media, and more, then transform it into predictive insights that drive action across departments. 

Best features

• Omnichannel feedback collection across SMS, email, voice, and web
• Real-time sentiment and trend analysis using machine learning
• Predictive dashboards with cohort segmentation and journey tracking
• Automated workflows to escalate and resolve issues in real time
• Deep integrations with CRMs, BI platforms, and internal ticketing systems

Medallia Pros

• Enterprise-grade analytics and scalable infrastructure
• The unified VoC dashboard makes it easy to respond to and analyze feedback across the customer lifecycle

Medallia Cons

• Requires extensive implementation and onboarding support
• High cost and reliance on consultancy for even basic configuration changes
• Reporting UI is powerful but can be complex to navigate and customize

Medallia Reviews

• G2: 4.5/5 
• Capterra: 4.5/5 

Medallia Pricing 

5. SurveyMonkey (Best for fast, beginner-friendly survey creation)

SurveyMonkey is a widely used online survey platform designed to help businesses collect Voice of the Customer data quickly and easily. 

With hundreds of templates and a user-friendly interface, it enables teams to launch surveys for customer satisfaction, employee feedback, or market research without requiring technical expertise. Its integrations and real-time analytics make it a useful tool for startups, SMBs, and large teams alike.

Best features

• Drag-and-drop survey builder with 500+ templates and expert-crafted question banks
• Logic branching, A/B testing, and question randomization for better response quality
• Real-time results tracking with customizable dashboards and automated visualizations
• Seamless integration with Salesforce, HubSpot, Mailchimp, and other key business tools
• Access to a global panel of 335M+ respondents for rapid data collection

SurveyMonkey Pros

• Extremely intuitive for beginners, with strong templates and customization support
• Quick to deploy surveys across internal and external audiences, with reliable delivery

SurveyMonkey Cons

• Advanced logic and design customization options are limited to premium plans
• Logic branching and AI support are somewhat rigid and lack flexibility for complex use cases
• Overexposure may lead to survey fatigue among users familiar with market research panels

SurveyMonkey Reviews

• G2: 4.4/5 
• Capterra: 4.6/5 

SurveyMonkey Pricing

6. InMoment (Best for enterprises seeking a unified VoC)

InMoment is a customer experience intelligence platform built to help businesses extract meaningful insights from both customer and employee interactions. Its Experience Improvement (XI) platform offers intuitive dashboards and AI-powered tools that streamline the collection and analysis of omnichannel feedback. 

The platform is particularly effective for companies seeking to unify data from surveys, calls, social reviews, and support channels into a single insight stream.

Best features

• AI-driven survey builder for intelligent, responsive survey flows
• “Active Listening” bot that captures advanced conversational insights
• Built-in text analytics and real-time sentiment scoring
• Omnichannel feedback ingestion across web, mobile, voice, and social
• Real-time alerting and case management to escalate customer issues quickly

InMoment Pros

• Strong UI with smart survey throttling ensures minimal customer disruption
• Flexible data modeling makes it easy to filter and analyze VoC by segment or team

InMoment Cons

• Steep learning curve and occasional delays from the support team
• Fewer customization options for NPS evaluation compared to competitors

InMoment Reviews

• G2: 4.7/5 

InMoment Pricing

InMoment’s pricing is available upon request.

7. NICE CXone (Best for organizations prioritizing voice-based CX)

NICE CXone is a cloud-based customer experience platform that focuses heavily on voice analytics, NPS tracking, and contact center performance. 

Designed for businesses looking to assess customer loyalty and streamline support operations, NICE CXone offers real-time sentiment analysis, feedback capture, and routing optimization, all powered by AI. Its strength lies in delivering structured VoC insights across large-scale, voice-heavy environments.

Best features

• NPS tracking and real-time feedback collection from calls, surveys, and digital touchpoints
• Sentiment analysis and AI-based insights to improve agent performance and customer interactions
• Dynamic dashboards and reporting to surface trends and customer pain points
• Integrations with leading CRMs and support platforms for a unified customer view

NICE CXone Pros

• Highly intuitive interface with customizable widgets and tab management
• Strong call quality and seamless cloud-based telephony for reliable customer engagement

NICE CXone Cons

• Occasional timeouts and dropped calls can affect user experience
• Complex initial setup and a moderate learning curve for new users
• Some integrations may not function as smoothly as expected; support responsiveness varies

NICE CXone Reviews

• G2: 4.2/5 
• Capterra: 4.2/5 

NICE CXone Pricing

8. Zendesk (Best for support teams needing unified customer feedback capture)

Zendesk is a cloud-based customer support platform that integrates VoC tools into its broader customer service ecosystem. It allows businesses to gather feedback across multiple touchpoints and turn it into actionable insights. 

With AI-powered automation, a knowledge base system, and satisfaction prediction tools, Zendesk helps support teams improve customer engagement and resolution time.

Best features

• Automatically suggests knowledge base articles in response to support queries
• Uses AI to detect content gaps in your help center
• Predicts CSAT scores based on previous interaction behavior
• Custom survey tools for NPS and CSAT measurement
• Integrations with tools like Salesforce, Slack, and HubSpot

Zendesk Pros

• Powerful automation and workflow routing, improving support efficiency
• Intuitive UI with strong knowledge management capabilities
• Multi-channel ticket handling in a single dashboard
• Highly secure, scalable, and easy to integrate with other platforms

Zendesk Cons

• UI can feel cluttered and sluggish on lower bandwidth connections
• Advanced features locked behind higher-tier plans
• Occasional delays or issues when not connected to internal VPNs
• High learning curve for customization and backend setup

Zendesk Reviews

• G2: 4.3/5
• Capterra: 4.4/5

Zendesk Pricing

9. HubSpot Service Hub (Mid-sized businesses needing a VoC and CRM platform)

HubSpot Service Hub is a customer service and VoC platform that combines ticketing, automation, feedback surveys and reporting. It’s built to unify customer support and CRM insights in one ecosystem, helping businesses manage inquiries, boost team efficiency, and improve customer satisfaction.

Best features

• Shared inbox, ticketing, and automation tools
• Knowledge base and live chat support
• Feedback tools (NPS, CSAT, CES) for VoC analytics
• Integrated with HubSpot CRM for unified reporting and customer tracking
• AI-powered tools for self-service and efficiency analytics

HubSpot Service Hub Pros

• Unified workspace with clear pipeline views, ticketing, and team collaboration tools
• Intuitive UI, minimal training needed; great for onboarding non-technical users
• Strong integrations, especially with Aircall and other CRM-friendly apps
• Custom views for tracking ticket ownership, progress, and priority

HubSpot Service Hub Cons

• Some third-party integrations are clunky or limited
• Advanced features are often gated behind higher-tier plans
• Occasional platform outages and email notification issues
• Reporting dashboards could be more customizable

HubSpot Service Hub Reviews

• G2: 4.4/5 
• Capterra: 4.4/5 

HubSpot Service Hub Pricing:

Try AI-Native Omnichannel Voice of Customer Analytics

A next-generation AI-native VoC analytics platform like SentiSum is purpose-built to analyze customer feedback from every channel, such as support tickets, surveys, calls, reviews, chats, and social media, all in one centralized dashboard. 

It empowers CX and product teams to identify issues, track sentiment, and take fast, data-driven action.

Unlike point solutions like MonkeyLearn or Convin, SentiSum delivers unified, omnichannel insights powered by advanced machine learning and NLP. With its intuitive interface and ChatGPT-style querying, anyone in your organization can surface answers instantly without needing a data science team.

5 Reasons Why SentiSum Stands Out

1. Truly Omnichannel Coverage

SentiSum is one of the few AI-native VoC platforms that offers native analysis across all your customer communication channels:

• Support conversations (voice, email, chat)
• Customer surveys (CSAT, CES, NPS)
• Public feedback (reviews, social, app stores)

Its voice call analytics set it apart, converting transcribed calls into structured insights so no feedback gets missed.

2. Actionable, Granular Insights

With SentiSum, you can:

• Track sentiment trends across time, products, or customer segments
• Identify top drivers of negative (or positive) feedback
• Get alerted to rising issues or drops in satisfaction
• Break down themes behind customer contacts and their urgency

The Dig-In feature (ChatGPT-like AI assistant) allows users to ask natural language questions like “Why are our CSAT scores down this week?” and receive a concise, root-cause analysis.

3. Built for Non-Technical Teams

SentiSum is designed so any team—CX, Product, Ops, Marketing—can:

• Instantly access relevant insights
• Drill into pain points or opportunities
• Share insights without needing to export raw data

No setup headaches, no technical training required. You get plug-and-play dashboards with personalized filters and views for each department.

4. Agent Quality & Support Analytics

In addition to customer-facing insights, SentiSum helps managers assess:

• Agent performance trends (like resolution time or sentiment shift)
• Strengths and gaps across touchpoints
• AI-generated summaries of every interaction—across voice, text, or ticket

These insights power coaching, QA, and improved agent workflows.

5. Enterprise-Grade Integrations

SentiSum connects directly with:

• Helpdesks (Zendesk, Intercom, Freshdesk, Salesforce, Gorgias)
• Survey tools (Typeform, SurveyMonkey)
• Review aggregators and social channels

You can push insights back into these platforms to automate triage, prioritization, and alerts—streamlining workflows across the board.

To see how it can help you, schedule a demo today.