VoC digest

When to run

• Recurring: weekly digest to the product channel (recommended)
• On demand: "what's the feedback on the new billing flow"

Computer scopes

• Support: tickets and CSAT verbatims
• Sales + CS: call notes and meeting summaries
• Synced external sources: review sites, community forum threads
• Product: existing feedback/backlog items for linkage

Workflow

1. Collect the week's feedback-bearing records across all sources; dedupe cross-channel echoes of the same customer voice.
2. Cluster into themes; for each theme count distinct accounts (not mentions — one loud account is a signal, ten quiet ones are a different signal; report both).
3. Attach 2–3 representative verbatims per theme, cited, chosen for specificity over spice.
4. Link each theme to existing backlog items where they exist; mark genuinely new themes.
5. Compute deltas vs. prior weeks: rising, falling, new. The delta is the headline.
6. Draft the digest for the product channel; post only via the configured channel with L1 approval the first four runs, then L2 with audit if the team promotes it.

Guardrails

• Starts L1 (drafted post, human approves), promotable to L2 for the posting step only.
• Verbatims are quoted exactly and attributed to account tier, never to named individuals in the shared channel.
• Counts are account-distinct and auditable; no theme without at least two independent sources unless flagged single-source.

Output

Eval fixtures

• Set: 4 weeks of sandbox feedback (600 records) with gold theme assignments and known deltas.
• Rubric: theme clustering F1; account-count accuracy; verbatim fidelity (exact quotes); delta correctness vs. seeded history.
• Ship gate: clustering F1 ≥ 0.85; count and quote errors 0.