VOICE 2021 | Marco Scabia, Benext
summary
Benext builds and open-sources a SaaS analytics tool called b voice that aggregates voice sessions and surfaces actionable metrics from over 1M users and 5M interactions. It extracts top interaction paths, session exit points and a golden word cloud that reveals frequently spoken and misspelled product terms (e.g. sensitive gums), letting teams retune dialogue flows and steer offline marketing and product priorities. Reported result: clearer UX fixes and marketing signals derived from real voice data.
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