Powering our latest AI innovation with AWS and Anthropic

Last month we announced Dovetail 3.0, a new suite of AI-first products and features that revolutionize how large organizations understand their customers, including Channels, Ask Dovetail, and Magic. 

Today we’re excited to share more about the foundation underpinning our AI innovation, by announcing our integration with Amazon Web Services’ (AWS) Amazon Bedrock, a managed service providing secure access to the world’s leading AI foundation models via a single API.

As we build product at Dovetail, we are pushing the boundary of what’s possible in AI and qualitative customer data. Leveraging Anthropic’s Claude 3.5 Sonnet through Amazon Bedrock represents a huge leap forward in how organizations can unlock customer centricity at scale, and make better decisions all day, every day. We get a huge boost in development speed so our developers can focus on writing code, without worrying about infrastructure or provisioning. We can create prototypes in under a day and launch new features within weeks, allowing us to continuously evolve our offering and deliver even more value to our customers.

But it’s not just about speed. Critically for Dovetail and everyone who uses our platform, Amazon Bedrock ensures that all customer data is processed and stored in-house, addressing privacy concerns while at the same time delivering cutting-edge AI capabilities.

LLMs and customer insights

We’re constantly developing new ways to harness the power of AI to accelerate how teams understand and act on customer feedback. Channels uses AI-powered thematic analysis to uncover trends across continuous customer feedback–everything from support tickets, NPS scores, app store reviews, and more. 

Our Magic analysis features use advanced generative AI to transform unstructured qualitative data like text, audio and video into transcripts and summaries with key moments highlighted, significantly decreasing the time it takes to unearth the insights that drive better decisions.

The newly released Ask Dovetail lets anyone in the org query all of their data in their insights hub directly from Slack or Microsoft Teams, with an agentic AI providing summarized results and regular podcast-style updates. 

And early results are in: teams using Dovetail's Magic features save an average of 10 hours weekly on data analysis, and are 80% more efficient in deriving actionable insights. And we’re just getting started.

What comes next?

Some people think AI is the end of user research. And maybe it is the end of user research as we know it. The way we see it, AI brings us to the critical moment where organizations can unlock all new possibilities in what it means to leverage customer insights at scale, and drive a truly customer-centric culture. 

We’re excited for a world where AI analysis helps designers, product managers, and researchers spend less time sifting through mountains of data, and more time talking to customers, working on strategic projects, driving the roadmap and influencing better decisions. 

We’ll continue exploring what’s possible in AI and bringing new innovation to market that gives teams better, faster ways to understand their users, and to make data-backed decisions on what to build next. Always, of course, with a human in the loop approach, and real people in control.