Dovetail is a customer intelligence platform designed to centrally manage customer feedback from various channels and turn it into actionable, real-time insights to support product innovation and business growth. The platform emphasizes decision-making based on evidence rather than guesswork.
Purpose Dovetail serves teams that need to understand customer needs and optimize product decisions, including departments such as research, design, product, sales, and customer support. It helps organizations build a "customer context layer" that integrates scattered feedback into a continuously updated, shareable workspace.
Main capabilities
- Bring together feedback from different sources such as calls, tickets, surveys, app reviews, sales calls, and more for large-scale analysis.
- Provide AI agents (Dovetail Agents) that can run on a schedule, on triggers, or on demand, monitor changes, write findings, and suggest next steps.
- Support the generation of documents such as PRDs, reports, sales briefs, and executive summaries from workspace data, with links to original sources.
- Built-in AI automatically translates all feedback, revealing cross-market patterns.
- Provide fast keyword and semantic search (RAG) to help teams find insights in seconds.
- Automatically transcribe customer calls, interviews, and market research meetings, and surface highlights, clips, and patterns.
- Monitor changes in sentiment, volume, and topics in real time to identify emerging trends.
- Ask questions in natural language, get traceable answers, and create documents, agents, or reports directly in the conversation.
How to use it Users connect various feedback sources to a Dovetail workspace, then can use AI features to analyze, generate documents, and interact with AI agents. The platform provides question asking, search, transcription, monitoring, and other functions, and all insights can be traced back to the original data.
Use cases Suitable for scenarios such as product research, user experience research, market research, sales enablement, and customer support optimization, helping teams quickly gain insights based on existing customer data and accelerate the process from discovery to delivery.
Limitations and security Dovetail focuses on trust and security: data is not used to train models; it complies with SOC 2 Type II, ISO 27001, and GDPR, and supports HIPAA; it provides PII masking, data retention period settings, and data residency (United States, Europe, Australia); and it has enterprise SSO, automatic provisioning, fine-grained access control, audit logs, and API call monitoring.
Other information The official website provides a downloadable Forrester Total Economic Impact™ study, as well as customer cases (such as Itaú Unibanco, Atlassian, Canva, Breville, CNH, SmartRecruiters). Pricing and specific package information are not yet available.
