Voice of Customer Synthesis skill
The Voice of Customer Synthesis skill is a personal skill in the Optimizely Opal Skills Directory that analyzes customer interviews, NPS comments, review site data, support tickets, and win/loss notes to surface structured themes, personas, jobs-to-be-done maps, and ready-to-use quote banks.
It applies only to you. Any Opal user can install and configure it.
Skill details
- Shortcut – /voice-of-customer-synthesis
- Type – Personal skill
- Setup – Required
What the skill does
- Analyzes customer interviews, NPS comments, review site data, support tickets, sales call transcripts, and win/loss notes.
- Ranks themes by frequency and business impact, with a confidence level on each.
- Separates the champion, economic buyer, and technical or security gatekeeper roles in the buying committee.
- Never fabricates quotes, and requires at least five data points before it reports a theme.
Before you begin
- Any Opal user can install this skill. Opal saves it as your own personal skill.
- Opal can discover data sources from connected tools such as your CRM, Gong, or Zendesk. No connection is required.
- Have your answers and files ready. Opal asks for them during setup.
Information Opal asks for
Opal asks for the following during setup. You can skip optional items.
- What You Sell, Who Buys It, and Who You Lose To (Required) – Your buyer domain, terminology, customer segments, and competitors.
- One Document That Shows How You Work (Optional) – An approved past deliverable, which sets the format, or an ICP or positioning document, which Opal uses as a baseline to check against.
- Anything Specific to Your Team (Optional) – Custom terms, shorter recency windows, or approval workflows. Defaults are a 12-month recency window, role-and-segment-only quote attribution, and a five-sample minimum.
Install the skill
- Go to Directory > Skills.
- Find Voice of Customer Synthesis and click Install.
- In the Setup required dialog, click Set up in chat.
- Answer Opal's questions and upload any files it asks for.
- Confirm the details when Opal asks.
For details about browsing, installing, updating, and uninstalling skills, see Skills Directory overview.
Use the skill
After setup, enter /voice-of-customer-synthesis in Opal Chat to run the skill on demand. Opal also applies it automatically when your request matches its When to use conditions. Try prompts like the following:
- Pull out the exact words buyers use to describe manual workflow problems from these G2 reviews.
- Synthesize these 15 win/loss interview summaries. What tipped the wins, and what blocked the losses?
- Analyze these TrustRadius reviews of a competitor. What are their biggest integration problems?
Things to know
- Opal asks which deliverable you want before it starts: a quote bank, buying committee personas, a jobs-to-be-done map, a competitive summary, or a research gap analysis.
- Quotes are attributed by role and segment only, not by company or contact name.
Update the skill
When Optimizely publishes a new version, Update displays on the skill's card in the Skills Directory. Opal keeps the information you provided during setup and asks only for anything the new version adds. See Update a skill.
Related skills
Note
If you use Opti ID, administrators can turn off generative AI in the Opti ID Admin Center. See Turn generative AI off across Optimizely applicationsTurn generative AI off across Optimizely applications.