That happens for a lot of reasons. It’s intimidating to get started with customer insights. Teams may not feel like they have enough time. Or, in some cases, the fear of “doing it wrong” stalls out any progress. 

Regardless of the reason, a binary situation emerges: teams assume they need 100 percent accuracy with customer insights to get results, or it’s not worth it to even try at all.

When I talk to customers struggling with this issue, I like to reframe this thinking. While this situation is common, getting 70, 50, or even 40 percent accuracy in customer insights is much more impactful than 0 percent—and, by using the right AI tools, getting started doesn’t have to be complicated.

As part of my role at Dovetail, my mind is always thinking of ways we can make the voice of the customer more accessible to more people. I’ve built a career around the importance of customer insights—which is why I am proud of how Dovetail features help lower the floor and raise the ceiling to improve insight utilization for teams at any experience level.

Improved customer-centricity comes from acting on customer insights—but for teams with limited UX experience, this can be easier said than done.

Pain points, preferences, and concerns from customer conversations should be the North Star of every product and feature launch your team works on—but, because not everyone who talks to customers is an expert, lots of valuable information gets left behind.

Researchers understand how to pull out juicy insights from their training. For those without, it’s super easy to get overwhelmed and intimidated by the sheer volume of customer data, which makes finding the important moments harder to identify.

In an ideal world, anyone from designers, project managers, and CS teams would be able to hop on and access the insights they need to improve their impact. But, you and I know just how much time and expertise it takes to get the essential, impactful bits out of any customer interaction—which is where AI can step up to the plate to level the playing field.

Dovetail helps lower the floor to customer centricity with tools like magic summaries, which uses AI to simplify and streamline data sets. Created to turn lengthy call or interview transcripts into accurate, instant, timestamped summaries, this tool gives a thorough, accurate look at the key takeaways of any customer interaction in seconds, not hours.

When paired with Channels, our tool for bringing the voice of the customer across your different platforms, sharing insights with your entire team is a breeze—and the best part is, anyone can jump right in and get started.

There is tons of value in freeing up the time of trained experts, allowing them to focus on tasks that require a high-level touch.

When I’m working on a new project, one of the first things I do is make a list of tasks that I would truly rather not have to do. In most cases, those tasks can be automated (at least partially) —which is an instant win for freeing up my time to focus on what I actually enjoy doing.

There is so much nuance in working with customers, and it takes a lot of well-planned effort to reap the rewards. To bring out the best for my team, I lean on AI for what it can, allowing it to take on the tedious tasks while I focus my efforts on system building, customer interactions, and high-level design.

In my day-to-day, long-form transcript work comes to mind for this. In most cases, expert time is better used focusing on going deeper into the content, not tediously analyzing hours of interviews. This is where magic summaries comes in again. It lowers the floor, enabling everyone to quickly get actionable takeaways. Simultaneously, it helps experts—who want deeper insights—pinpoint areas for exploration, removing the burden of parsing hours of transcripts to find juicy areas worth digging into.

If you’re an expert in your craft, you should be able to eliminate barriers to make a higher, more strategic impact. So, by using well-trained, transparent AI tools like we have at Dovetail, you can do exactly that—avoiding being bogged down by stuff that can be automated instead.

We want AI to do the tedious stuff, not create our art—and when you have trained experts on your team, having them working on higher-order cognitive work will always give the best return.

We are in an exciting time in technology history—as we take the first few steps into integrating AI into our workflows. 

Through my work, I want people to get curious about how to get more people involved in listening to the customer. I want you to get curious about ways to save time on tedious, unremarkable tasks that are bogging your experts down. Get curious about improving your customer centricity to accommodate as many insights as possible.

Learn more about using AI to lower the floor and raise the ceiling for your product or service.