United StatesTechnology and telecom2023 – ongoingFigma
AI classification of customer feedback for product planning
Figma used AI-labeled feedback in planning, with 50% of company objectives referencing customer evidence
Problem
Customer feedback was scattered across channels, making it difficult for Figma's teams to find relevant evidence for product decisions. Teams lacked a shared source of customer feedback.
Approach
Figma used Enterpret to aggregate feedback and label it automatically. Its Voice of Customer program brought the resulting evidence into planning and helped new product managers investigate customer needs.
Results
Takeaway
The reported result concerned the use of customer evidence in decisions. Figma did not isolate AI's effect on revenue or product performance.
Categories
- Industry
- Technology and telecom
- Business function
- IT and R&DStrategy and organization
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Enterpret described Figma's use of automated feedback aggregation and labeling. It reported that half of company-wide objectives referenced Voice of Customer evidence and described uses in onboarding and pricing decisions.
Full details are in the original sources.