Benjamin Humphrey

Founder & CEO at Dovetail

[Benjamin Humphrey @humphreybc]

I left twitter (and all social media) about 10 years ago, partly because it was a toxic echo chamber, and partly because I started a startup and wanted to focus on building the business instead of tweeting

[Benjamin Humphrey @humphreybc]

A personal matter I’ve been dealing with for a number of years has come to an end as on Friday Ms Lo Russo discontinued the proceedings against myself and Dovetail. Big thanks to everyone who has supported me over the past couple of years.

https://t.co/sDdIBW3fvU

[Sascha Kerbert @Sascha_Kerbert]

Huge day at @hidovetail! It's our Sun's Out launch ☀️!

We've shipped a whole host of features that together represent the biggest shift in what's possible in our platform in years.

Learn more about it and how it maps to what we've heard from enterprise customers in the thread!

[Benjamin Humphrey @humphreybc]

Full keynote:
https://t.co/oOpNpKyRHP

Launch page:
https://t.co/QPnjHpRpwR

Changelog:
https://t.co/2of67jOgLO

Launch blog:
https://t.co/arBKwlzTBS

Quick pitch:
https://t.co/wxxo1LT0Je

[Benjamin Humphrey @humphreybc]

Far out there’s so much bullshit around AI. Marketing hype, vaporware, named “agents” that you can “hire” to “replace your team”. Everyone will soon be using Claude as their primary interface to do everything.

I’m not so sure…

We work with lots of large, global companies. Unfortunately most of them don’t give us publicity rights, but you can see some of them on our site.

As people have been experimenting with general-purpose AI tools and agent platforms, something I’ve heard a lot this year is that the results are generic and underwhelming. This makes sense because AI models are trained on publicly available data and require a lot of context to do a good job at specific tasks.

Let’s take just one example of ‘synthetic users’ or ‘synthetic personas’. I know that many teams are trying to create these using generic AI tools and are underwhelmed by the shallowness of their output.

If you think about it for 5 seconds, it makes sense. Consider hiring a new employee. It takes a long time to onboard new hires as they need to learn about your business, market, customers, users, communication style, etc.

The same applies to ‘synthetic users’. If they are created using generic AI models, they will create generic AI responses.

I believe that as long as businesses try to use generic AI platforms to accomplish specific tasks, they will guarantee generic outcomes.

To increase the quality of the work, we need to provide context.

Today we launched a host of new features in Dovetail all designed and built around this one idea: how can we provide AI capabilities, that do a good job at performing specific tasks, because the AI model has the right context in the form of private business data, customer interaction data, and insights.

Let’s go back to our example of synthetic users. One of our new features is ‘digital twins’ in Dovetail, where you can now create an agent that can mimic a specific customer, customer segment, persona, or archetype.

Because these digital twins are powered by Dovetail, they can leverage a rich repository of real interviews, sales calls, reviews, CSAT responses, and support tickets, that are indexed, cached, enriched with metadata, and presented in a format that’s easily and quickly processed by the AI model.

That’s context. That’s the difference between using a generic AI and hoping for specific outcomes versus the purpose-built customer intelligence platform.

I’m super excited and proud of the team for all of their hard work over the past six months bringing digital twins to life along with:

- Agents GA with multiple triggers, skills, and hundreds of tools
- Channels 2.0 that allows teams to go straight from feedback to code
- Global and local context at the workspace, project, and channel level
- Over 15 new data ingestion and first party MCP integrations
- Several new governance and compliance features

[Dovetail @hidovetail]

The Sun’s out, and so is our summer launch.

Dovetail is now the Customer Intelligence Platform for your entire org—turning scattered feedback from sales calls, support tickets, and research into decision-ready intelligence.

Watch the full keynote: https://t.co/brhLxWyOyT

[Benjamin Humphrey @humphreybc]

We’re hiring!

And we have a cool new careers page: https://t.co/WMI5qaUhAC

Current open roles:

- Site Reliability Engineer (Sydney)
- Staff Software Engineer (Sydney)
- Tech Lead Manager, Data Platform (Sydney)
- Product Marketing Manager (Sydney)
- Sales Development Representative (US, Remote)
- Account Executive, Mid-Market (US, Remote)
- Account Executive, Enterprise (US, Remote)

[Benjamin Humphrey @humphreybc]

Less than a day until our Sun’s Out Summer Launch. Sign up to watch the keynote premiere here.

https://t.co/oOpNpKyRHP

[Benjamin Humphrey @humphreybc]

Dovetail Sun’s Out Summer Launch Party event links in SF, NYC, and Sydney — happening this Thursday!

New York City:
https://t.co/s4C2eloKkn

San Francisco:
https://t.co/crvIbod7S0

Sydney:
https://t.co/jVRDRLpjhB

[Dr. Sydney Watson @SydneyLWatson]

Cosigning this.

When I moved to America, one of the first things I noticed (and love so much) is how Americans are just *supportive*. For no other reason than they're happy for you to be out doing your best.

If you tell them you did something, achieved something, something went your way, they're GENUINELY excited for you.

They cheer for you. They show up for you. And they don't view YOUR success as something to try to take from you, but something that they should strive to share in.

It's the "rising tide lifts all boats" philosophy. I LOVE it about Americans.

I love Australia, it has so many great characteristics. But I HATE the Australian mentality that cuts down other people who are succeeding. It's like you all have to be the same shade of SUCK, otherwise the people around you get angry and envious. It's so common that we even have a name for it, "tall poppy syndrome."

As soon as one little poppy gets taller than the rest, it needs to be cut down to be the same again.

It is loser mentality. And it destroys your will to do better. I have hated it all my life. Not dealing with it any more is a blessing.

Anyway, all this to say - Americans are cool as shit and the hate they get is dumb and misplaced.

I love that you guys celebrate others. Don't ever change.

[mel @melqtx]

bro what happened to all those agentic browsers,
one day they were gonna "autonomously browse the web, book flights, do research", where are they now????

[Benjamin Humphrey @humphreybc]

Excited to be a launch partner for Figma agents alongside other great tools

[Figma @figma]

Introducing MCP connectors for the Figma agent

[Benjamin Humphrey @humphreybc]

@nzpost That’s not really a helpful answer is it. Can you do more? These are literally one-off memories from our wedding that are lost.

[Benjamin Humphrey @humphreybc]

Cool, @nzpost lost the undeveloped film photos from our wedding, even though they had tracking

[Benjamin Humphrey @humphreybc]

@united Wow why are they sold out just on that day! Is there something happening?

[Benjamin Humphrey @humphreybc]

@united what happened to SFO - SYD UA863 and LAX - SYD UA839 on Wednesday July 8? They both seem to be missing?

[Benjamin Humphrey @humphreybc]

used fable on ultracode to evaluate our auth0 configuration and identify issues based on the login error logs… 2.5 hours later, 165 agents, $630 in spend and it hasn’t actually written a line of code yet

[Benjamin Humphrey @humphreybc]

is it just me or is everyone getting more difficult

[Benjamin Humphrey @humphreybc]

@awxjack @airwallex Don’t know anything about these allegations but I’m sure they’re bullshit based on what I know about you mate! Stay strong 💪