Dovetail announces AI Customer Insights for Enterprises

Today, Dovetail, a leader in providing software for customer insights and analytics, announced an expansion of its Dovetail 3.0 platform. The new expanded version of its business software includes a series of what it calls “AI-first products” and features, which organize “scattered” customer feedback into invaluable consumer insights. This, in turn, helps businesses and decision-makers create better products and enhance product features that more accurately address customer needs.

Co-founded by former Atlassian lead product designer Benjamin Humphrey, Dovetail 3.0’s customer insights hub is used by some of the biggest names in the Enterprise space, including such stalwarts as Amazon, Canva, Meta (formerly Facebook), and the Mayo Clinic – to name but a few. The latest product release represents another important milestone for the company, as they seek to “place customers at the centre of the decision-making process.”

Speaking on the newest version of the customer intelligence platform, Humphrey stated: “Teams all over the world rely on customer and market insights to deliver groundbreaking products that people love.” He went on to note: “But connecting with customers is harder than it should be. Whether you’re a marketer, salesperson, designer, or product manager, finding the right data to make the best decisions means hours trawling through qualitative data to consolidate, analyze, and derive actionable insights to understand what products they should be building. This is particularly challenging across large organizations. AI changes this, giving all teams instant access to customer insights to power roadmaps, train sellers, or refine messaging.”

What is Dovetail 3.0?

At its core, Dovetail 3.0 is business and marketing software that provides qualitative customer insights to anyone involved in the customer interaction pipeline. It streamlines customer analytics and helps teams make more informed decisions, share information, and better define product roadmaps based on real user feedback.

The company believes many of the features in its latest iteration are industry firsts and that its unique AI features will help influence important business decisions including strategy, design ideation, task prioritization, and client-customer interaction workflows. While many companies are adding artificial intelligence to their offerings, Dovetail relies on its large language models and machine learning algorithms in particular to offer real-time insights into qualitative information that can be used by teams across the board, including sales, marketing, customer success, and C-level decision makers in order to understand pain points and create better marketing opportunities.

Ali Moody, Senior Designer at GrandPad, spoke about how the Dovetail platform affected her day-to-day operations, stating: “Since using the AI analysis features, my time per interview has gone down by about half. Kudos, Dovetail!”

Eric Liu, Product Manager at Notion, seemed to share a similar sentiment, saying: “Dovetail instantly reduced my workload from 100 hours down to 10 to share our customer insights.”

Features of Dovetail 3.0

Among the new AI features offered in the Dovetail 3.0 release, the following are included:

• Channels: A tool that collects always-on feedback from sources such as support tickets, surveys, and user reviews and transforms them into actionable, classifiable insights. These insights are further classified into “themes” using AI-enhanced summaries.
• Ask Dovetail: A type of AI-chat agent that can connect to the Insights Hub from third-party collaboration software like Slack and Microsoft Teams, enabling customers to ask questions and troubleshoot issues without needing to read through knowledgebases or call customer support directly. Vendors can also tap into Dovetail’s podcast-style audio updates within those same channels.
• Recruit: A participant management tool, Recruit allows users to access more than 3 million research participants from within Dovetail, giving them the ability to schedule, pay invoices, or manage participants from a central location.

Dovetail 3.0 has other updates to its core that are not specifically tied to AI, known as Projects, which help users automate processes such as analyzing and sharing customer insights from sources like video calls and documents. This includes integrations with Google Calendar and Outlook 365 for automated data imports, automated transcriptions, summaries, and highlights of uploaded customer interactions, the ability to share insights with anyone from within the organization, and a redesigned user interface for easier navigation and enhanced productivity.

You can learn more about Dovetail 3.0 and its features by contacting the Dovetail sales team or by requesting a demo.