Voice of the customer is the process of collecting consumer feedback to improve a company’s products and customer experience. It also focuses on an individualized experience—collecting data on specific people, not just demographics.

In this talk, we discuss how to use custom machine learning models to analyze a 360° view of what customers are saying on social media, call/chat logs, reviews, and satisfaction surveys in order to programmatically update product descriptions, predict and prevent returns, recommend resolutions for customer service, and more.