AutoQC offers a structured analysis of what customers describe in recorded conversations. Scope a theme report around your business questions, inspect supporting examples and compare the customer groups represented in your data.
Scope your customer-theme reportSupport calls, onboarding discussions and customer follow-ups contain requests that never reach a survey. Your CX or product team needs to see which concerns recur, what customers actually mean and where a closer investigation would be useful.
Recordings or transcripts with record IDs and the reporting period. Customer identifiers help distinguish repeated contacts from separate customers.
Your product context, theme definitions and supplied attributes such as product, region or journey stage. Explain the decisions the report should inform.
Ask which delivery explanations confuse customers, what onboarding steps create friction or which product capabilities people request. These questions shape the taxonomy and the evidence to extract. Keep customer-stated needs, agent explanations and analyst interpretations distinguishable so your team can see where each conclusion comes from.
Scope a report containing theme definitions, counts and representative passages. Include an unclear category where the conversation cannot support a more precise label. A theme should lead back to its source, allowing a product owner to inspect wording and context before deciding what action to take.
Decide whether frequency means calls, customers or cases, and state the analyzed denominator. One conversation may mention several themes; one customer may contact you repeatedly. Explain overlaps and duplicates rather than presenting theme counts as mutually exclusive shares or assuming they represent your entire customer population.
Use supplied product, region or journey-stage fields to examine differences. A delivery question concentrated in onboarding calls can suggest where to investigate communication. The report should also show coverage limitations: a group with few recordings offers less evidence, and call frequency alone does not establish a verified product defect.
Separate product requests, service complaints and unresolved questions according to your definitions. Review missed themes and misleading matches on a sample, then choose the questions worth taking to product, operations or research. Customer comments provide a starting point for investigation; the team still determines the operational cause and response.
| Theme | Calls mentioning it | Example of customer-stated concern |
|---|---|---|
| Delivery-date uncertainty | 36 of 200 | Customer asks when the order will arrive. |
| Conflicting delivery advice | 14 of 200 | Customer reports receiving two different dates. |
| Change delivery address | 9 of 200 | Customer asks to update the destination. |
Fictional counts. All 14 conflicting-advice calls also mention date uncertainty; rows overlap and describe analyzed calls, not population prevalence.
We define theme rules, counting units and report fields with your team. Customer or case deduplication, metadata joins and custom reporting views can be scoped when your questions require them.
Yes. Define how feature requests differ from current-product questions and reported problems, with examples for reviewers.
The focus is the needs, concerns and feedback supported by conversations. Additional tags should serve a defined question and be reviewed on your sample.
A lost sale tells you little about whether the customer questioned affordability, needed another decision-maker or wanted clearer product information. Sales leaders need the concern and the response together to decide what the team should practise.
Explore this use case: Sales objection analysis and handling reviewYour dashboard shows closure, but the customer calls again about the same problem. Complaint teams need to inspect the sequence: what was promised, which handoff occurred, what changed and whether the available evidence supports the recorded resolution.
Explore this use case: Complaint and repeat-contact analysisYour interviews are complete, but the insight is scattered across long conversations. You need to compare experiences, understand why respondents differ and build an argument for the study objectives. Start with the guide and the analysis grid you want to work in, then connect each finding back to the relevant source.
Explore this use case: Qualitative research analysisTell us what your CX, product or research team wants to learn and which conversations are available. We will propose a theme structure and a sample review that makes the findings useful.
Scope your customer-theme report