While brand, customer and product engagement touch points have been increasingly automated, they have become less humanized. This has created biases in how the voice of the customer is captured, interpreted and responded. Verse is a cloud based machine learning platform powered by the real voice of the customer. The platform is focused on extracting the emotional data that is conveyed within speech content in order to be responsive to customer queries and feedback. Verse has the ability to listen, transpose, transcribe and translate multiple languages (40+) into both audio and text. It takes feedback and customer interaction beyond the traditional one-dimensional verbatim comments to capturing the attitudes, expression and true emotion of the customer through advanced sentiment and acoustic analysis. Combined with our natural language processing decisioning engine, Verse can react to a customers’ queries or reactions in ‘real time’ by prompting further questions, providing data or performing a live handoff to an agent.