Dovetail has introduced a new suite of AI-powered capabilities for its Customer Intelligence Platform, aimed at helping organizations transform customer feedback into actionable business decisions. The launch includes digital twins, autonomous AI agents, enhanced feedback channels, and enterprise-grade governance features that enable teams to access customer insights more efficiently across the organization.
Organizations collect customer feedback from multiple sources, including support tickets, surveys, sales calls, and research. However, much of this information remains disconnected from business decision-making. Dovetail's latest platform enhancements are designed to bridge this gap by creating an always-on intelligence layer that continuously transforms customer signals into actionable insights.
The platform enables organizations to centralize customer intelligence while making it available across product, sales, support, marketing, and executive teams.
One of the key additions is Dovetail's digital twins, AI-generated customer representations built using real customer calls, support tickets, and research data. These digital twins allow teams to engage with AI models that reflect the perspectives of specific customers, personas, or market segments.
Organizations can use these digital twins to validate ideas, evaluate customer reactions, analyze competitive developments, and better understand customer needs during planning and decision-making processes.
Dovetail has also introduced autonomous AI Agents that continuously monitor customer signals without requiring manual intervention. These AI agents can update Salesforce records, draft follow-up communications, create Slack notifications, and open support tickets automatically based on predefined events or workflows.
Designed to improve over time, the agents help organizations automate customer intelligence workflows while ensuring insights reach the appropriate teams when needed.
The updated Channels 2.0 capability consolidates customer feedback from support tickets, surveys, and sales conversations into revenue-weighted opportunities by integrating CRM account information and annual recurring revenue (ARR) data.
To support enterprise-wide collaboration, Dovetail has also introduced more than 30 integrations with platforms including Qualtrics, Salesforce Service Cloud, Pendo, PostHog, and Snowflake. New first-party MCP connectors extend customer intelligence into tools such as Slack, Linear, Claude, and Microsoft Copilot, allowing teams to access relevant customer context within their existing workflows.
The latest release also introduces AI redaction capabilities that automatically protect sensitive customer information across recordings, calls, and support tickets.
Additional features include context engineering, which enables organizations to apply company-wide AI context such as brand guidelines, business strategy, and compliance standards, as well as standardization tools including templates, global fields, tags, and customized workspaces.
To strengthen enterprise AI governance, Dovetail has achieved ISO 42001 certification, providing organizations with an internationally recognized framework for responsible AI management.
"AI didn't solve the problem of understanding your customers, it made it more painful. More signal than ever, and still most of it never reaches the person who needs to act on it. That's the gap we've spent the last nine years building toward closing—not for one team, but for everyone in the organization who makes a decision that touches a customer." Benjamin Humphrey, Co-founder and CEO, Dovetail
As organizations increasingly rely on AI to support business decisions, access to accurate customer intelligence has become a competitive advantage. Dovetail's latest platform enhancements combine AI agents, digital twins, enterprise integrations, and governance capabilities to help organizations transform customer feedback into meaningful business actions while maintaining security and compliance.
About Dovetail
Dovetail is the always-on Customer Intelligence Platform for the entire organization. Founded in 2017 in Sydney, Australia, Dovetail transforms unstructured customer feedback into strategic advantage for teams that believe the best never guess. Trusted by teams at Atlassian, Canva, Breville, Johns Hopkins, and thousands more, Dovetail is headquartered in Sydney with offices in San Francisco. For more information, visit dovetail.com/launch/suns-out
