Dovetail

Dovetail, described on its page as the leading customer intelligence platform, assembles customer feedback from many sources and analyzes it with AI to produce insights that teams can act on. The page describes a multimodal engine that indexes, classifies, transcribes, translates, diarizes, and OCRs feedback, and offers Digital Twins, Agents, Channels, Chat, Projects, Dashboards, and an API, CLI, and MCP connectors. It also highlights integrations with sources such as Gong, Salesforce Service Cloud, Qualtrics, Google Play Store, and G2 reviews, and governance features including SSO, SCIM, redaction, audit logs, and data hosting choices in the US, Europe, or Australia. Certifications listed include SOC 2 Type II, ISO 27001, and ISO 42001, with GDPR compliance and a HIPAA add-on for enterprise customers.

Key features

• Multimodal processing of text, documents, audio, and video feedback
• Automatic transcription with timestamps linked to each line
• Speaker diarization
• Translation of transcripts into other languages
• OCR for images, screenshots, and scanned documents
• Keyword and semantic search across the workspace
• Automatic classification into themes, topics, and sentiment
• Synthesis of patterns into themes and summaries
• Enrichment of feedback with customer and account data
• Automatic redaction of personal and confidential information
• Digital Twins built from real underlying data for simulated interviews and usability tests
• Agents that rank customer needs, assemble evidence, draft requirements, and route work to tools like Jira, Linear, Claude, and Cursor
• Chat for cited answers drawn from customer feedback
• Connections to 30+ sources including Gong, Salesforce Service Cloud, Qualtrics, Google Play Store, and G2 reviews
• Model Context Protocol (MCP) connectors for Claude, Cursor, ChatGPT, Copilot, Slack, and Teams
• API and CLI for custom integrations
• Single sign-on and SCIM provisioning
• Granular permissions, audit log, and token usage tracking
• Hosting choice across the US, Europe, or Australia

Best suited for

• Product management teams prioritizing features with customer evidence
• UX and design researchers synthesizing interviews and usability studies
• Customer experience teams acting on support tickets, NPS, and renewals
• Sales and customer success teams tracking revenue and churn signals
• Marketing teams building campaigns on customer language
• Research operations teams maintaining a shared research repository

Pricing

Not stated on the website