Name: AI agents in voice of the customer
Uploaded: 2026-09-30
Description: The first four episodes defined the jobs. From here on we cover what changes when an agent does them.

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Customer Intelligence, Explained9 episodes · 16 min

01What is voice of the customer?Voice of the Customer sounds simple: listen to what customers say and act on it. In.3 min
02What is competitive intelligence?Most competitive intelligence tools are monitoring tools with a better name. They tell you.3 min
03What is customer success?Customer Success gets defined by what it isn't: not support, not account management, not.3 min
04What is account management?Account Management is where retention and growth meet, and where the least information.4 min
05AI agents in voice of the customerThe first four episodes defined the jobs. From here on we cover what changes when an agent.
06AI agents for competitive intelligenceA competitor changes their pricing page at 2am. A monitoring tool posts the alert to Slack.
07AI agents for churn predictionChurn prediction has a data problem and a timing problem. The signals that predict churn.3 min
08AI agents for customer successAsk a CSM how they prepare for a call and they'll describe five tabs: the CRM, the support.
09AI agents for account managementAccount management runs on a picture nobody has in one place. Who at the account matters.

Notes

AI agents in voice of the customer

The first four episodes defined the jobs. From here on we cover what changes when an agent does them.

Voice of the Customer has always been limited by the number of people available to read. Feedback arrives faster than any team can tag it, so most programmes sample, summarise once a quarter, and put the result on a dashboard. In episode five of Customer Intelligence, Explained, we look at what an AI agent does with the same feedback: reading every ticket, call, review and survey as it lands, grouping by intent rather than keyword, attaching accounts and revenue to each theme, and routing the result to the product manager or CSM who can act on it. We also cover where the agent still gets it wrong and why semi-auto mode is the right starting point.

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