Slack, Dovetail Bring AI-Driven Customer Insights Into Enterprise Conversations

Slack and Dovetail have partnered to introduce AI-powered customer insights into enterprise conversations.

Dovetail, an AI-driven customer insights platform, has introduced the Ask Dovetail AI assistant for Slack. This integration allows teams to keep customer knowledge at the heart of every conversation. It allows users to instantly access customer insights within their workflow, ensuring that product decisions are informed by real-time customer context.

“At Dovetail, our goal is to empower every team to effortlessly harness customer insights, driving smarter, faster decisions with confidence,” commented Srinivas Krishnamurti, VP of Product at Dovetail.

With our new Ask Dovetail AI assistant, teams can seamlessly combine customer insights from Dovetail with real-time conversations in Slack, giving them the most up-to-date customer context–right where they work.”

Dovetail explains the AI assistant’s origin as based on thousands of organisations relying on Dovetail’s customer insights hub to centralise, analyse, and act on feedback and research. However, Dovetail stresses that knowledge gaps can result in critical insights remaining siloed, leading to decisions that lack customer input.

The new AI assistant aspires to address this challenge by providing teams across Product, Design, Research, and Customer Experience with seamless access to the insights they need to make informed, customer-driven decisions.

“Now, a product manager discussing a recent UI change in Slack can instantly surface relevant feedback from Dovetail, answering questions like, ‘What do people think of our new onboarding flow?’” added Krishnamurti. “This enables teams to instantly validate assumptions, prioritise improvements, and make data-driven decisions without disrupting their workflow.”

The Ask Dovetail AI assistant in Slack is available now.

More Specifics On Ask Dovetail AI Assistant In Slack’s Feature Set

The Ask Dovetail AI Assistant in Slack intends to empower teams by providing instant, AI-driven access to customer knowledge. Users can receive real-time answers to customer-related inquiries directly within Slack, enhancing their ability to respond quickly.

Additionally, the assistant allows teams to merge customer insights with ongoing Slack conversations, centralising information for easier access. Dovetail says this integration enables better and faster decision-making by ensuring teams have quick access to customer sentiment and research, allowing for informed choices that align with user needs.

“Understanding customer needs shouldn’t require digging through documents or switching between platforms,” said Krishnamurti. “With this integration, we’re making it even easier to bring the voice of the customer into every decision, effortlessly.”

Agentforce Turns Slack Into An All-In-One Digital HQ

AI is driving collaboration and productivity within Slack, as illustrated by the Dovetail integration and the introduction of parent company Salesforce’s Agentforce solution into the Slack platform.

Agentforce, formerly known as Einstein Copilot, is designed to enhance worker productivity by leveraging AI-powered CRM insights and providing actionable instructions to agents. Slack users can now integrate Agentforce’s generative AI capabilities directly within the platform, enabling teams to surface insights and streamline tasks without leaving their collaboration environment.

Additionally, Slack is expanding its AI ecosystem by incorporating third-party AI agents and assistants from companies such as Anthropic, Adobe, Cohere, and Perplexity. The platform is also introducing a new channel type that links Salesforce CRM records with Slack-based conversations, fostering more seamless communication and data-driven decision-making.