How AI Is Impacting Customer Feedback for Modern Product Teams

Discover how AI is transforming the way modern product teams collect and use customer feedback in this engaging session with Matt Young, CEO of UserVoice, led by Camila Souza, Senior Director of Customer Success at Dragonboat. Hear practical insights on leveraging AI to manage feedback more effectively, prioritize customer needs, and drive better product decisions.

What You’ll Learn:

• How AI is reducing manual effort in feedback processing while freeing up time for strategic thinking and customer connection
• Why trust matters more than ever in the relationship between companies and their customers, and how AI impacts that trust
• The importance of attributing feedback to real, known customers rather than relying on unverified data from social media and public forums
• Practical approaches to prioritizing feedback at scale by aligning customer needs with business goals
• How leading product teams are using AI to identify themes and surface customer quotes while maintaining human judgment in decision-making

Key Takeaways

• AI handles busy work, humans build trust: While AI can categorize, analyze sentiment, and detect themes in massive volumes of feedback, human interaction remains essential for understanding customer needs and building lasting relationships. The companies that win will be the ones that learn the fastest from their customers, not just code the fastest.
• Context is everything: Without attribution to known customers, feedback loses its value. One Fortune 100 company switched from AI-scraped social media data to verified customer feedback because they couldn’t trust insights that weren’t tied to real people with real stakes in the product.
• There’s no such thing as too much feedback, if it’s verified: The volume of feedback isn’t the problem; it’s whether that feedback comes from identifiable customers who fit your ICP. Anonymous or unverified feedback can actually distract teams from what matters most.
• Transparency builds loyalty: Customers don’t expect you to build everything they ask for. What they want is to be heard, acknowledged, and told the truth about your product decisions. Sharing the why behind your roadmap creates trust and reduces churn.
• AI enables exploration, not replacement: AI allows product teams to consider more possibilities by quickly synthesizing data and generating scenario reports. But the final opinion—the strategic decision—still belongs to humans who understand their customers deeply and can interpret data in context.

Reference

• UserVoice – Customer feedback management platform
• Dragonboat + UserVoice Integration – Turn user feedback into product outcomes