How our product team uses AI to manage customer feedback at scale

Fivetran has developed an internal tool to manage the overwhelming number of feature requests for its over 700 connectors by integrating data from various sources with AI agents, creating a customer feedback intelligence platform. This system utilizes Fivetran connectors, BigQuery, dbt, and Census to centralize data, which is then transformed into a unified model to provide a complete picture of each request. The tool employs AI to triage requests, generate feasibility reports, and draft personalized customer communications, significantly reducing the cognitive load on product managers and enhancing response times. The AI-driven approach improves prioritization, closes feedback loops, and maintains a human touch in customer interactions, while also offering lessons on the importance of clean data and aligning technology with workflow needs. This innovation not only streamlines internal operations but also enhances customer satisfaction and trust.