---
title: Voice of Customer Synthesis skill
slug: agent-platform/docs/voice-of-customer-synthesis-skill
docTags: 
createdAt: 2026-10-06T00:00:00.000Z
---

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

1. Go to **Directory > Skills**.
2. Find **Voice of Customer Synthesis** and click **Install**.
3. In the **Setup required** dialog, click **Set up in chat**.
4. Answer Opal's questions and upload any files it asks for.
5. Confirm the details when Opal asks.

For details about browsing, installing, updating, and uninstalling skills, see [Skills Directory overview](docId\:jw_PeWvKOXocy3ihL5h9w).

## 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](docId\:jw_PeWvKOXocy3ihL5h9w).

## Related skills

- [Ideal Customer Profile skill](docId\:pi28PWB28XLaFS5-AmBGS)
- [Behavioral Persuasion Framework skill](docId\:R34YKDBGbVInY50inwevO)
- [Competitive Positioning skill](docId\:NAMdqiMDw6sXlUGvrF7M0)

:::hint{type="info"}
**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 applications](docId\:X5U0kKD2azV5cIdNqwGNj).
:::