Introducing Level AI’s New and Updated Voice of Customer (VoC) 2.0

Customer understanding should move at the speed of your customers; dynamic, contextual, and always learning. With Level AI’s new Voice of Customer (VoC) 2.0, that vision becomes reality. Voice of Customer (VoC) is at the heart of that belief, helping enterprises turn millions of customer interactions into proactive, actionable insights that drive measurable change; moving metrics that matter. With the launch of VoC 2.0, we are setting a new standard for how businesses can proactively listen, learn, and act on all customer feedback. This new release is not just an upgrade in usability; it represents a fundamental leap in how AI can power enterprise growth at scale.

With VoC 2.0, Level AI brings together seamless and unified customer insights, instant AI-driven discovery, and deeper and faster insights generation under one roof. Our technology does not just tell teams what happened; it helps them understand why it happened and what to do next. By bringing every piece of the customer experience into a single ecosystem, Level AI enables organizations to move from data to action with unprecedented speed and confidence.

Closing the Gap Between Data and Action

Customer experience leaders today are surrounded by data, yet too often, that data does not translate into clear direction. Insights are trapped in silos, discovery takes too long, and by the time a team uncovers the “why” behind a customer issue, the moment to act has often passed. VoC 2.0 is designed to solve these challenges: helping organizations shift from reactive reporting to proactive, insight-driven action. Some of the big challenges that we hear from CX leaders are:

1. Fragmented tools; Fragmented Customer Insights

Customer feedback often lives in silos. Survey results in one system, call analysis in another, quality metrics somewhere else. This fragmentation creates blind spots and inconsistencies, forcing teams to jump between tools to answer simple questions like “What’s driving our satisfaction drop this week?” or “How do customer issues look across channels?”

2. Drowning in Data; Starving for Clarity

Most CX teams have no shortage of information. They track surveys, calls, messages, sentiment, and performance metrics. The challenge is not data scarcity; it’s insight scarcity. Leaders often spend hours digging through dashboards, searching for key metrics, while analysts juggle spreadsheets to piece together trends and themes. This manual process slows decision-making and leaves key opportunities for improvement undiscovered.

3. Slow, Messy, and Manual Data Exploration; Delayed Insights

Even with data in hand, many CX teams face a slow, manual journey to uncover the root cause of issues. Analysts often click through multiple dashboards, filtering and exporting data just to answer one business question. This slows response time and limits how often insights reach leadership while they’re still relevant.

VoC 2.0 Delivers a Smarter, Unified, and Intuitive Way to Understand Customers across their journey

VoC 2.0 was built from the ground up to solve the biggest bottlenecks CX teams face today: data overload, disconnected tools, and slow manual exploration. Each feature was designed to make insight discovery effortless, to unify fragmented data sources, and to guide every user toward the “why” behind customer trends.

1. Seamless and Unified Customer Insights

From Fragmented Feedback to a Unified Customer Insights View - Accelerating time to value

Before VoC 2.0, CX data was split between tools and conversations in one platform, surveys in another, and analytics in spreadsheets. This made it nearly impossible to see the full customer journey.

• VoC for Surveys brings survey analytics directly into Level AI’s Voice of Customer platform, unifying feedback from conversations and customer surveys. Customers can now import, analyze, and visualize survey data alongside conversational insights in one place. By applying Level AI’s proprietary models to open-text responses, it automatically surfaces key topics and themes. The result is a single, AI-powered view of customer sentiment across every channel.
  
  
• Dedicated VoC Hub
  VoC 2.0 introduces a single entry point where all customer feedback converges. Whether it comes from conversations, NPS surveys, or CSAT forms, everything is visible in one place. This unified structure allows users to seamlessly toggle between different feedback streams (Conversation VoC, CSAT, NPS, or customer surveys) without losing context. This makes it effortless to compare insights across data sources and connect the dots between what customers say and how they feel.
  
  

VoC 2.0 gives every team one shared source of truth, uniting the voice of the customer across every interaction and every channel.

2. Instant AI-driven Discovery

From Data Overload to Instant Clarity - Reducing the search cost

When CX leaders look at customer data today, they often see hundreds of metrics but no clear narrative. VoC 2.0 changes that with automation and guided intelligence.

• Discover View: AI-Powered Insight Discovery
  This new view acts as the centerpiece of VoC 2.0. Instead of asking users to find insights, it delivers them. Using Level AI’s proprietary models, Discover View highlights Top Themes, Emerging Themes, and Drivers of low CSAT, surfacing what matters most right away. Leaders can now start every day with a clear understanding of where customer experience is improving or declining.

• Visualize Complex Narratives
  Data storytelling is no longer a manual exercise. The new interactive Impact scatter chart and Volume tree map translate complex patterns into visual narratives that can be shared easily across teams. Each chart includes automatic summarization, giving users the story behind the numbers without extra analysis.

• Automated “So What” Summaries
  Every visualization is paired with a dynamic summary written by the AI. It distills the data into plain language, surfacing why a particular issue matters and how it affects key metrics. This helps executives and non-analysts move from observation to understanding within seconds.

Together, these capabilities transform your experience from data deluge exploration to automated discovery — a fundamental shift from “searching for what happened” to “delivering what matters.”

3. Deeper and faster Insights Generation

From slow, messy manual exploration to Faster & deeper Insights - Accelerating Time to Action

CX analysts often spend hours drilling through data to uncover what’s driving customer pain points. VoC 2.0 radically simplifies this process with intuitive workflows and AI-driven guidance.

• Smarter Drill-Down Capabilities
  Analysts can now move seamlessly from high-level topics to Head Topics, Subtopics, and Theme Details with just a few clicks. Trend lines and VoC metrics are displayed alongside each layer, making it easy to see how issues evolve over time and where interventions are most needed.

• Enhanced Table View for Power Users
  The familiar Table View has been redesigned to prioritize speed and usability. Analysts can instantly locate Head Topics or Themes, view associated metrics, and filter data more efficiently. A new AHT (Average Handle Time) metric enriches the view, allowing teams to connect operational performance with customer sentiment.

• AI-Powered Root Cause Detection
  The embedded Ask AI capability acts like an on-demand analyst within the platform. Users can ask natural language questions such as “What’s driving low CSAT this week?” or “Which topics are trending upward?” and receive instant, data-backed explanations.

VoC Insights make exploration more intuitive and actionable. Instead of long analytical journeys, users can arrive at the “why” behind performance issues in moments; allowing teams to act faster and with greater confidence.

With VoC 2.0, Level AI is redefining how organizations understand and act on the voice of their customers. By unifying data, automating insight discovery, and empowering every user from leaders to analysts, to move from information to action, we’re helping CX teams make smarter, faster, and more confident decisions. This is more than a product upgrade; it’s a new way to transform customer feedback into business growth.

VoC 2.0 is part of Level AI’s broader vision to deliver a fully integrated AI Customer Experience platform. Because Level AI owns the entire AI stack, from proprietary language models to purpose-built speech intelligence to the bare metal, we can deliver deeper insights and faster outcomes more efficiently than any point-solution provider. Each component of the Level AI suite, from Quality Automation and Coaching to AI Virtual Agent and Voice of Customer Insights, works together to create a unified understanding of the customer journey. Insights discovered in VoC feed directly into quality improvements, coaching priorities, and root cause analyses, creating a continuous feedback loop between customer sentiment, agent performance, and business action.

Level AI’s VoC 2.0 isn’t just listening — it’s understanding at scale. It turns every customer interaction into enterprise intelligence, closing the gap between data and action. If you’re ready to see how Level AI’s Voice of Customer Insights can elevate your customer experience strategy, request a demo