Before Voicebox, we built Alice. Alice is a 100% digital product, a confidential recorder and transcription app on desktop and mobile, recognized by NYT Wirecutter and PC Mag. No stores. No kiosks. No physical touchpoints. Its users: lawyers, doctors, researchers, live in the app, on their phones and laptops.
The Alice team embedded Voicebox directly inside their iOS app and website. The goal was simple: give users the easiest possible way to talk to the product team. No forms. No tickets. No typing. Just tap and talk.
They talked.
"We're not guessing what our users want anymore. We're hearing it from them, in their own words, while the frustration is still fresh."
Messages arrived in English, French, Hebrew, and more. No localization required. Users just spoke in their language. And the messages clustered into four categories, each one a different kind of product intelligence.
One in four messages weren't problems at all. Happy users don't file tickets. But they'll talk.
"I've just signed up and wanted to say thank you. It's a great service that I look forward to continue using."
Users flagged issues in real time, often before the Alice team detected them internally.
"I just recorded a meeting which was just over two hours and the recording is not there."
Detailed, actionable reports with device, account type, and failure mode, all unprompted. In real-time, to help the customer.
"The app crashed mid-interview, and I ended up with four different files. I have an iPhone 13. I have a paid account."
Navigation that confused users surfaced within days of a release, not weeks. Adding real context to product analytics reports.
"How can I download a recording without the transcript?"
Ideas arrived with context no survey could capture.
"It would be helpful to split a quote between two speakers."
The Alice team still does customer interviews. They learn a lot from them. While interviews are scheduled, Voicebox is always on. Messages come in on the user's timeline, not the team's. A user with a problem at 11pm on a Sunday doesn't wait for a user research session over zoom. They tap, talk and move on with their life.
It's efficient for both sides. Users spend 60 seconds instead of scheduling a call. The product team gets signal without running a session. And when a message needs a response, the team follows up with an email or a call.
They expected bug reports. They got that. But they also got gratitude, patience, and specificity. Users volunteered their names. They described exactly what they were doing. They said please and thank you. They spoke like they were talking to a person, because that's what it felt like.
No one talks to a form that way.
Here's what actually happened: we allowed our users a way to call in. That's it. Not a chatbot. Not a survey. Not a form with five required fields. A hotline. And they picked it up and talked to us like human beings, because that's what everyone is. Users are people. The product team is people. And when you remove barriers, people talk.
That's what Voicebox is. A line between people.
If you think Voicebox is only for physical retail, stores, kiosks, events, Alice proves otherwise. Alice is 100% digital. Its users never see the team in person. And yet, when they were given a way to speak, they did. Enthusiastically.
Any product with users has this signal waiting. Voicebox is how you hear it.
support@vbx.ai
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