Voice Feedback Glossary

Definitions and explanations of key terms in voice analytics, AI feedback analysis, and customer listening.

How AI determines positive, negative, or neutral emotion in voice.

AI identification of vocal characteristics like frustration, happiness, sarcasm.

AI-assigned priority levels for feedback requiring immediate action.

Feedback collected without identifying the sender for honest responses.

Technology that extracts insights from audio recordings and voice messages.

Privacy design where the system cannot access the content it processes.

AI grouping of feedback into recurring topics and patterns.

A single-question metric measuring customer loyalty and satisfaction.

A strategy for capturing customer expectations and preferences.

The cycle of collecting, analyzing, acting on, and following up on feedback.

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