built by
Airtable
Category
Product
Today’s product teams are flooded with feedback—but often lack the tools to act on it quickly. Airtable centralizes feedback from Intercom, Gong, Slack, and Zendesk into a single, collaborative workspace. AI summarizes transcripts, tags key themes, and routes insights to the right product areas—giving teams real-time visibility into customer needs, automated pain point summaries, and a faster way to prioritize and triage.
Turn customer feedback into product strategy
When to use this play
Use this play when your team needs to turn siloed feedback into clear, actionable product insights—without the manual effort.
Centralize feedback: Automatically gather and organize quotes from calls, emails, and chats in one Airtable app..
Tag themes at scale: Use AI to cluster feedback by product area or theme and spotlight top customer pain points.
Automate digests: Deliver weekly emails or Slack updates with summarized, tagged insights for product management teams or leadership review.
Pro tip
Use linked records to connect feedback directly to product roadmap items—so customer pain points are always in view when prioritizing.
Business impact
With Airtable, you can turn customer feedback into actionable insights for product teams and the business:
Accelerate prioritization: Reduce feedback triage from days to minutes by auto-tagging and clustering inputs.
Enhance engineering efficiency: Cut up to 40% of wasted development time by focusing on high-impact requests.
Increase customer engagement: Close the feedback loop with automated ship notifications, driving loyalty and brand advocacy.
6 steps to get you started
Follow these steps to turn siloed feedback into customer insights that drive loyalty and smarter product decisions.
Sample Field Agent prompts
Start with these prompts for your AI fields in Airtable. Copy and paste into the open field, or customize them for your unique workflows.
Start here
Analyze a conversation to identify key areas of customer satisfaction or dissatisfaction with a product.
Output:
List sentences or phrases from the transcript detailing the feedback, each on a new line. If none are found, state "No feedback detected."
Context and data:
Transcript: _<Insert field>_
Determine the most relevant product for this feedback based on the subject, summary, and quotes.
Output:
List the single most relevant product
Context and data:
Feedback subject: _<Insert field>_
Feedback summary: _<Insert field>_
Key quotes: _<Insert field>_
Assist a product manager by identifying additional themes in customer feedback that could indicate product gaps or feature areas. The themes you suggest should be things that could be considered "product gaps" or "product feature areas." Bad themes are vague, like “user experience.” Good themes are specific, and would easily lead to a specific project that could address them, such as “Cross-platform integration” or “Data accuracy."
Output:
List one specific theme not already linked. If no new themes are found, do not return anything.
Context and data:
Transcript: _<Insert field>_
AI summary: _<Insert field>_
Linked themes: _<Insert field>_
About Omni and Field Agents
Skip the code. Transform your data into custom interfaces, automations, and agents with Airtable’s AI-native app platform.
Omni helps builders do what they do best.
Truly transformative building requires a deep understanding of your business and the way you work. Omni is your Airtable expert and sidekick who seamlessly integrates with your data, information, and insights to help you build sophisticated workflows in minutes, not months.
Don’t just ask AI. Deploy it.
Put powerful AI agents to work across thousands of Airtable records and embed them into every business process. Airtable's intelligent agents think dynamically, drive decisions, and orchestrate actions across your entire operation.
Try Airtable for free or explore more real-world AI use cases in the Airtable AI playbook.
Turn customer feedback into product strategy
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