How it works

How a voice feedback widget turns talk into tickets

Think of the last time something broke in an app you use. If a colleague had been sitting next to you, you would have told them everything in ten seconds: what you clicked, what you expected, why it matters today. Faced with an empty text box, most of us write "export broken" and move on.

glai.io is built on that gap. The .io in the name is the whole design: voice in, a written ticket out.

The same bug, said and sorted

What the user said

"Um, hi, so I was trying to export my invoices, the March ones, and I click the export button and it just spins. Like forever. I tried twice, I refreshed, same thing. I'm on Safari on my Mac. It worked fine last week, and I kind of need these for my accountant by Friday."

What the team gets

Invoice export spins forever on Safari

Exporting March invoices never finishes. It worked last week.

  • Steps: open Invoices, pick March, click Export
  • Expected: a file downloads
  • Actual: spinner never stops, same after a refresh
  • Browser: Safari on macOS

Mood: Frustrated · Urgency: High, needed by Friday · Sent to: Issue tracker, Billing team

Written example to show the format. Not a real customer.

Five rules the product follows

  1. 1

    One question, one button

    Every extra field loses people. The widget asks a single question and gives a single way to answer it.

  2. 2

    Keep their words

    The full transcript is always attached. The ticket is a reading aid, not a replacement for what the user said.

  3. 3

    Sort, do not shrink

    Steps, expectations and workarounds are pulled into their own lines. Details are moved, not thrown away.

  4. 4

    Send it, do not pile it

    Feedback that lands in a new inbox gets ignored. Each note goes to the tool the right team already opens.

  5. 5

    The audio is a means

    Once a note is written up, the recording has done its job. Keeping it should be a choice, not the default.

Questions about how it works

How does a voice feedback widget work?

A small button sits on your page with one question. The user presses it and talks. The audio is transcribed, sorted into a title, details, mood and urgency, and sent to your team as text.

What if the user does not want to speak?

The widget also has a text box. Typed answers go through the same sorting and arrive in the same format.

Is this available now?

No. glai.io is in development. This page describes how it is designed to work.

Play a sample