Sub-function
Voice of Customer
Owns feedback theme work end to end inside Customer Service. Runs 3 lines across 18 stations, drains the repeatable share into no shared tower, and holds 2 human gates.
Estate rating
BBB
73 / 100
Ingestion and theme extraction are agentic at full volume. Turning a theme into an enterprise commitment is a leadership decision.
Agents
10
Lines
3
Units / wk
3,997
Timetable vs actual
16.0h → 19.3h
Cost / unit
$13
was $45
Run-rate saving
$6.6M
annualized at this volume
The 10 agents running this sub-function
Grouped by what they are for, not by where they sit. The agent org is process-shaped.
Voice of Customer Orchestrator
Owns the voice of customer lane end to end. Sequences the other agents, holds the timetable, and decides what surfaces to a human.
ceiling A3 · escalates to Escalates to Head of Customer Experience when the unit falls outside the decision envelope or confidence drops below the floor.
Feedback Ingestion Agent
Executes the voice of customer step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Customer Experience when the unit falls outside the decision envelope or confidence drops below the floor.
Theme Extraction Agent
Executes the voice of customer step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Customer Experience when the unit falls outside the decision envelope or confidence drops below the floor.
Driver Analysis Agent
Executes the voice of customer step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Customer Experience when the unit falls outside the decision envelope or confidence drops below the floor.
Closed-loop Follow-up Agent
Executes the voice of customer step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Customer Experience when the unit falls outside the decision envelope or confidence drops below the floor.
Journey Friction Agent
Executes the voice of customer step it owns, posts its evidence, and hands the unit to the next stage.
ceiling A3 · escalates to Escalates to Head of Customer Experience when the unit falls outside the decision envelope or confidence drops below the floor.
Churn Signal Agent
Watches voice of customer continuously. Detects drift, quantifies it, and routes what matters without waiting for a reporting cycle.
ceiling A3 · escalates to Escalates to Head of Customer Experience when the unit falls outside the decision envelope or confidence drops below the floor.
Experience Strategy Agent
Authors positions on voice of customer. Frames the question, models the options, and writes a recommendation a human can ratify or reject.
ceiling A3 · escalates to Escalates when two options sit inside the confidence band and the evidence cannot separate them.
Feedback Policy Agent
Holds the rules that bind every other agent in voice of customer. Versions them, tests them against live decisions, and blocks work that breaches them.
ceiling A3 · escalates to Escalates on any decision that would breach a live policy version, with the clause cited.
Voice of Customer Challenger Agent
Adversarial reviewer for voice of customer. Argues the opposite case on every position and flags where the evidence does not carry the claim.
ceiling A3 · escalates to Escalates when a ratified position is still running against a break condition it flagged.
Estate rating breakdown
Seven control dimensions. Judgment readiness runs against autonomy on purpose.
People
What the humans stopped doing, and what they do now.
Redeployed into customer-facing escalation ownership.
Lines running in this sub-function
Each line is a workflow. Click a line to walk it station by station.
Strategy positions this sub-function holds
An agent that only executes is a robot. These are the calls it made, the argument against each one, and what would prove it wrong.
Experience Strategy Position
Draftv1Where should the autonomy ceiling for voice of customer sit over the next four quarters, and what evidence would justify moving it?
Hold the ceiling at A3 for voice of customer. Ingestion and theme extraction are agentic at full volume. Turning a theme into an enterprise commitment is a leadership decision. Raise it only after two consecutive quarters where the override rate stays under five percent and every override has a written cause.
confidence
73%
The challenge — Voice of Customer Challenger Agent
Voice of Customer Challenger Agent argues the recommendation leans on 2 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 16 percent for two consecutive months
- ·Cost per feedback theme stops falling while volume keeps rising
- ·A control failure in this lane reaches a customer or a regulator
Evidence gaps
- ·No independent test of the control evidence behind the touchless rate
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $581k run rate | Known and priced. Cedes ground if comparators move faster. | live |
| Raise the ceiling one level now | $1248k to build controls | Override rate is 5 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $922k transition | Loses local context. Rework risk on the cases that are hardest to recover. | under review |
Voice of Customer Operating Position
Ratifiedv2Should feedback theme work stay in the shared transaction spine, or come back inside the function where the context lives?
Keep the repeatable feedback theme volume in the spine and pull the exception tail back into the function. The spine is cheaper per unit; the tail is where the context that prevents rework actually sits.
confidence
72%
The challenge — Voice of Customer Challenger Agent
Voice of Customer Challenger Agent argues the recommendation leans on 2 quarters of data from a period with no volume shock. The confidence band overlaps the alternative, and the position does not say what it would take to be wrong. Recorded as a dissent, not a block.
Break conditions
- ·Override rate rises above 9 percent for two consecutive months
- ·Cost per feedback theme stops falling while volume keeps rising
- ·A comparator publishes a materially lower unit cost on a like-for-like basis
Evidence gaps
- ·No external comparator on a like-for-like unit definition
- ·Exception cases under $11k are sampled, not fully measured
| Alternative considered | Cost | Risk | Verdict |
|---|---|---|---|
| Hold the current position | $374k run rate | Known and priced. Cedes ground if comparators move faster. | not selected |
| Raise the ceiling one level now | $1482k to build controls | Override rate is 9 percent; raising the ceiling before that settles imports the error into production. | rejected on evidence |
| Move the exception tail to the spine | $1191k transition | Loses local context. Rework risk on the cases that are hardest to recover. | selected |
Ratified 9 months ago. Measured since: cost per feedback theme fell 33 percent against a forecast of 27 percent.
Policy register
The rules the agents above are bound by. Version, owner, approver, and the agents each rule constrains.
| Ref | Rule | Scope | Owner agent | Approved by | Version | Status |
|---|---|---|---|---|---|---|
| CS8-POL-200 | Voice of Customer Decision Envelope Agents in this lane may act without a human when the feedback theme sits inside the stated value, risk and confidence envelope. Outside it, the unit holds at a gate with a named approver and a running clock. binds 5 agents · EU · UK · US | envelope | Feedback Policy Agent | Head of Customer Experience | v1.8 | under review |
| CS8-POL-201 | Voice of Customer Evidence Standard Every autonomous decision writes inputs, the rule version applied, the model and prompt version, the output and a reversal path. An action with no evidence record is treated as a control failure, not a fast decision. binds 5 agents · US · Canada | evidence | Feedback Policy Agent | Head of Customer Experience | v4.5 | Active |
| CS8-POL-202 | Voice of Customer Escalation Rule Escalation is mandatory when confidence falls below the floor, when two options sit inside the confidence band, or when a break condition on a ratified position fires. Head of Customer Experience owns the response clock. binds 5 agents · US · Canada | escalation | Feedback Policy Agent | Head of Customer Experience | v2.6 | Superseded |