Consumer VOC Agent

Purpose

The Consumer VOC Agent aggregates end-user verbatims across client-facing information systems to identify irritants, recurring needs, and product improvement opportunities. It helps teams convert user feedback into structured roadmap priorities.

Primary users

The primary users are product managers, user experience teams, support teams, project teams, regional stakeholders, and utility operations teams responsible for improving client-facing applications.

Where it fits (process/stage/trigger)

It fits during product roadmap planning, user experience reviews, support analysis, application governance, and continuous improvement cycles. It is triggered when teams need to consolidate feedback from surveys, support tickets, workshops, and user emails.

Key capabilities / workflow

The agent ingests verbatims from surveys, support tickets, workshop outputs, and emails, then classifies feedback by application, region, user type, and theme. It identifies recurring irritants, detects priority pain points, and proposes roadmap suggestions based on frequency, criticality, and business impact. If themes or evidence are incomplete, it loops back to refine classification and supporting data.

Inputs

Inputs include user verbatims from surveys, support tickets, workshop feedback, user emails, Jira ticket data, satisfaction survey results, and workshop meeting minutes.

Outputs / Deliverables

Outputs include a consolidated VOC report by application and region, prioritized irritant list, user feedback themes, roadmap suggestions, improvement opportunities, and synthesis for product governance.

Value

The agent reduces manual feedback analysis, improves visibility on end-user pain points, supports evidence-based roadmap prioritization, and helps teams improve application experience across regions and user groups.