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AI agent for customer experience managers

Voice of Customer Theme Agent

A trustworthy monthly view of what customers are saying and what is changing

ReportingAnalysisManagementExecutives and strategyCustomer support
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Voice of Customer Theme Agent: what goes in, what the agent does and what you get

What it does

Customer feedback is spread across surveys, reviews, tickets and call notes, so no one sees the full picture. Each month this agent collects all of it, tags each comment by theme and sentiment, and counts themes by segment, store or product. Before trusting the tags, it checks a sample against a person's earlier tagging. If agreement is low, it refines the theme list, for example splitting a broad theme, and re-tags. It compares this month with last and highlights new and growing themes with real example quotes. It drafts a report with the top five themes and suggested owners. The manager decides which themes get action. Edge case: one customer posting the same complaint in several places is counted once, so a single loud voice does not look like a trend.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
Yes, continueApprovedNo 1 STARTS WHEN Monthly feedback review 2 USES A TOOL Collect feedback from all sources 3 DOES Tag theme and sentiment and remove duplicatecustomers 4 CHECKS THE RESULT Do tags agree with the human-tagged sample at least85%? If not: refine theme definitions and re-tag. Back tostep 3. 5 DOES Compare themes with last month and by segment 6 USES A TOOL Draft report with top themes and quotes 7 YOU APPROVE Manager chooses themes to act on 8 RESULT Report shared with owners
Read the steps as a list
  1. Monthly feedback review
  2. Collect feedback from all sources
  3. Tag theme and sentiment and remove duplicate customers
  4. Do tags agree with the human-tagged sample at least 85%?If not: refine theme definitions and re-tag. Back to step 3.
  5. Compare themes with last month and by segment
  6. Draft report with top themes and quotes
  7. Manager chooses themes to act onThe agent waits here for your OK.
  8. Report shared with owners

How it decides

It ranks themes by volume, growth and link to churn or low scores, and counts each customer once per theme.

  • Count each customer once per theme
  • Highlight themes growing more than 25%
  • Quote real comments, never paraphrase as quotes

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Feedback sources
  • Theme list
  • Growth threshold
  • Segments to compare

What keeps you in control

It always asks you first

  • Sharing the report
  • Assigning owners

Hard limits

  • Removes personal details from quotes
  • Never replies to customers

It stops when

  • Done: report shared
  • Stop: under 100 comments, combine with next month

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensFor October, the first tagging matched the human sample only 71%, below the 85% target. Delivery was too broad, so the agent split it into late delivery and damaged items and re-tagged, reaching 88%. Damaged items grew 40% month on month, mostly in the Northeast. The manager assigned that theme to the logistics lead.

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