Transform Conversations Into Intelligence

The first Customer Observability Platform built for unstructured data, enabling CX and Insights teams to turn conversations into action faster than ever.

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The Unstructured Data Problem

Most of the data that businesses collect is dark data - unstructured text from customer conversations that goes unanalyzed.

5% Structured data
95% Unstructured
Phone Calls
Email
Social
Voice Agents
Live Chat
Chatbot
Mobile App
Surveys
Tickets

Customer conversations happen across email, chat, surveys, social media and voice calls, yet each system structures data differently. The fragmentation makes it nearly impossible to extract meaningful insights at scale

Legacy B.I. tools rely on structured data and manual tagging, offering only surface-level insights.

Dimension Labs brings your team into the next evolution of textual analytics.

1990s
Boolean Keywords
Early 2000s
Bag of Words 
& TF-IDF
Mid-2000s
Sentiment Analysis
2012
Topic Modeling
2017
Deep Learning for NLP
2018
Transformer Models
2022
LLMs
1990s
Boolean Keywords
Bag of Words 
& TF-IDF
Early 2000s
Mid-2000s
Sentiment Analysis
Topic Modeling
2012
2017
Deep Learning for NLP
Transformer Models
2018
2022
LLMs
Text Dimensionality
Text Dimensionality
1990s
Boolean Keywords
Mid-2000s
Sentiment Analysis
2017
Deep Learning for NLP
2022
LLMs
Early 2000s
Bag of Words 
& TF-IDF
2012
Topic Modeling
2018
Transformer Models
Text Dimensionality
Text Dimensionality

Extract infinite insights aligned with each team from a single line of text.

Meaning has many dimensions. Your teams have different goals.

Feature Requests
Competitive Mentions
Script Adherence
Influencer Content Impact
Burnout Warnings
Confusion Triggers
Resolution Confirmation
Feature Requests
Competitive Mentions
Script Adherence
Influencer Content Impact
Burnout Warnings
Confusion Triggers
Resolution Confirmation
Feature Requests
Competitive Mentions
Script Adherence
Influencer Content Impact
Burnout Warnings
Confusion Triggers
Resolution Confirmation
Feature Requests
Competitive Mentions
Script Adherence
Influencer Content Impact
Burnout Warnings
Confusion Triggers
Resolution Confirmation

Your Customer Observability Platform

The only platform built to turn every customer interaction—voice, chat, survey, and more—into clear, actionable insights.

vs

Traditional Tools

Replace manual labelling forever, enrich your data intelligently

Browse Dimensions

vs Traditional Tools

Hours wasted on manual tagging

Limitations we solve for:

Manual topic creation & endless Boolean keywords
Data transformations disconnected from analytics
Manual tagging leads to inconsistent, reactive insights

Auto-group themes and effortlessly orchestrate your data

vs Traditional Tools

Impossible to detect emerging themes & the unknown unknowns

Limitations we solve for:

Limited to word clouds and basic keyword searches.
Manual updating of taxonomy is required
No automatic detection of emerging themes

Your data has always been this complex, you just haven’t been able to see it.

vs Traditional Tools

Difficult to visualize unstructured data and do comprehensive drill-downs
Standard charts lack depth & relational context
Limited ability to trace insights back to source data
No visibility into omni-channel customer journeys

Make insights your command center with A.I.-embedded Reporting

vs Traditional Tools

Difficult to create accurate, omni-channel reporting for unstructured data

Limitations we solve for:

Rigid, template-based reporting with limited customization
Struggles with large datasets and real-time analytics
No ability to connect insights across multiple sources

Replace manual labelling forever, enrich your data intelligently

Instantly transform raw text into structured insights with AI-powered enrichment. Unlimited, goal-based segmentation—no manual tagging.

Browse Dimensions

vs Traditional Tools

Hours wasted on manual tagging

Limitations we solve for:

Manual topic creation & endless Boolean keywords
Data transformations disconnected from analytics
Relies on CSAT/NPS/Sentiment for complex insights
Manual tagging leads to inconsistent, reactive insights

Auto-group themes and effortlessly orchestrate your data

Get insight into the similarity and relational structures sitting in your data. No middleman required to customize and generate taxonomy around your proprietary data.

vs Traditional Tools

Impossible to detect emerging themes & the unknown unknowns

Limitations we solve for:

Limited to word clouds and basic keyword searches.
Manual updating of taxonomy is required
No automatic detection of emerging themes
Can’t identify relationships or context between key themes.

Your data has always been this complex, you just haven’t been able to see it.

Explore and investigate trends effortlessly with adaptive workspaces that let you filter insights, track patterns, and drill down to root causes.

vs Traditional Tools

Difficult to visualize unstructured data and do comprehensive drill-downs

Limitations we solve for:

Standard charts lack depth & relational context
Limited ability to trace insights back to source data
No visibility into omni-channel customer journeys
No way to do deep drill-downs on unstructured data

Make insights your command center with A.I.-embedded Reporting

Take action over time with an A.I. summaries & recommendations on custom dashboards designed for evolving, high-volume data—built for speed, scale, and precision.

vs Traditional Tools

Difficult to create accurate, omni-channel reporting for unstructured data

Limitations we solve for:

Rigid, template-based reporting with limited customization
Struggles with large datasets and real-time analytics
No ability to connect insights across multiple sources
Fails to blend structered & unstructered data in one platform
Lacks AI-powered automation for reporting & insights

Enrich your data with structure and meaning

Instantly transform raw text into structured insights with AI-powered enrichment. Unlimited, goal-based segmentation—no manual tagging.

Browse Dimensions

vs Traditional Tools

Countless hours wasted on manual tagging
Manual topic creation & endless Boolean keywords
Data transformations disconnected from analytics
Relies on CSAT/NPS/Sentiment for complex insights
Manual tagging leads to inconsistent, reactive insights

Auto-Group themes and effortlessly organize your data

Get insight into the similarity and relational structures sitting in your data. No middleman required to customize and generate taxonomy around your proprietary data.

vs Traditional Tools

Impossible to detect emerging themes & the unknown unknowns
Limited to word clouds and basic keyword searches.
Manual updating of taxonomy is required
No automatic detection of emerging themes
Can’t identify relationships or context between key themes.

Visualize your new insights with interactive analytics

Explore and investigate trends effortlessly with adaptive workspaces that let you filter insights, track patterns, and drill down to root causes.

vs Traditional Tools

Difficult to visualize unstructured data and do comprehensive drill-downs
Standard charts lack depth & relational context
Limited ability to trace insights back to source data
No visibility into omni-channel customer journeys
No way to do deep drill-downs on unstructured data

Turn insights into action with A.I.-embedded Reporting

Take action over time with A.I. recommendations & summaries inside custom dashboards built for speed, scale, and precision.

vs Traditional Tools

Difficult to create accurate, omni-channel reporting for unstructured data
Rigid, template-based reporting with limited customization
Struggles with large datasets and real-time analytics
No ability to connect insights across multiple sources
Fails to blend structered & unstructered data in one platform
Lacks AI-powered automation for reporting & insights

Get started immediately and grow to the highest levels of complexity

Our platform is “Low Floor, High Ceiling” — meaning anyone can get started from Day 1 and eventually evolve to the highest levels of your enterprise-wide complexity over time

Begin with a single file or data source

Upload & integrate data instantly
Auto-enrich with 26 ready-to-use dimensions
Automatic groupings for immediate insights
Pre-built templates & dashboards to get started

Capture all sources across your business

Normalize data across multiple sources
Omni-channel dashboards for every stakeholder
Infinite custom dimensions tailed to any team
Fine-tune insights with advanced mapping

Team workflows,
re-imagined with A.I.

Current
Inability to quantify CX issues at scale prioritize initiatives backed by data
Impossible to tie CX insights to financial impact
Fragmented view of customer journey
Inability to see omni-channels trends
with
Predictive Scoring & insights on every CX touch point
A.I.-driven insights & summaries tied to financial impact to effectively prioritize initiatives
Easily track emerging trends & anomalies over time
Full visibility into the omni-channel customer journey
See our Chatbot / IVR solution →
See our CX Solution ➜
Current
Manually processed feedback analysis
Keyword-based topics are ineffective
Reactive trend awareness and action planning
with
Fully automated insights from survey open-ends, at scale
A.I.-driven categorization & sub-categorization, with recommendations
Proactive VoC insights & emerging trend detection
See our Chatbot / IVR solution →
See our VoC / Consumer Insights Solution ➜
Current
Inability to prioritize product feedback at scale
Inability to integrate all customer feedback sources into one place
Current feedback categorization is too broad & ambiguous
with
Granular product insights based on feedback drivers
Instant prioritization based on 360 customer observability from all sources
A.I.-driven categorization tied to specific issues
See our Chatbot / IVR solution →
See our Contact Center solution ➜
Current
Manual review & tagging of transcripts
Limited metrics lacking relevance to business goals
Unclear bot performance & optimization planning
with
Automated A.I. insights reveal evolving customer questions and response precision
Comprehensive bot performance dashboards shared easily across the org
Enables swift bot optimization aligned with key objectives
See our Chatbot / IVR solution →
See our Chatbot / IVR Solution ➜
Current
Inability to understand agent response variability or hallucinations at scale
Uneven focus on model observability and conversation quality
Limited understanding of knowledge base effectiveness and gaps
with
Enhanced insights into customer preferences to tailor responses more effectively
Blend LLM observability metrics with conversation analysis
In-depth analysis of knowledge base relevance and accuracy
See our Chatbot / IVR solution →
See our AI / LLM Agent Solution ➜
Current
Limited visibility into custoOnly able to report on basic performance metricsmer sentiment
Limited view of agent effectiveness and customer friction points
Reliance on post-call agent tagging is inaccurate
with
Bifrucated A.I.-driven analysis on both agent performance and customer experience
Predictive Scoring & insights on every customer journey
Recommended optimizations for resolution speed and agent impact
See our Chatbot / IVR solution →
See our Contact Center Solution ➜
Current
Inability to quantify CX issues at scale prioritize initiatives backed by data
Impossible to tie CX insights to financial impact
Fragmented view of customer journey
Inability to see omni-channels trends
with
Predictive Scoring & insights on every CX touch point
A.I.-driven insights & summaries tied to financial impact to effectively prioritize initiatives
Easily track emerging trends & anomalies over time
Full visibility into the omni-channel customer journey
See our Chatbot / IVR solution →
See our CX Solution ➜
current
Manually processed feedback analysis
Keyword-based topics are ineffective
Reactive trend awareness and action planning
with
Fully automated insights from survey open-ends, at scale
A.I.-driven categorization & sub-categorization, with recommendations
Proactive VoC insights & emerging trend detection
See our Chatbot / IVR solution →
See our VoC / Consumer Insights Solution ➜
Current
Inability to prioritize product feedback at scale
Inability to integrate all customer feedback sources into one place
Current feedback categorization is too broad & ambiguous
with
Granular product insights based on feedback drivers
Instant prioritization based on 360 customer observability from all sources
A.I.-driven categorization tied to specific issues
See our Chatbot / IVR solution →
See our Contact Center solution ➜
Current
Manual review & tagging of transcripts
Limited metrics lacking relevance to business goals
Unclear bot performance & optimization planning
with
Automated A.I. insights reveal evolving customer questions and response precision
Comprehensive bot performance dashboards shared easily across the org
Enables swift bot optimization aligned with key objectives
See our Chatbot / IVR solution →
See our Chatbot / IVR Solution ➜
Current
Inability to understand agent response variability or hallucinations at scale
Uneven focus on model observability and conversation quality
Limited understanding of knowledge base effectiveness and gaps
with
Enhanced insights into customer preferences to tailor responses more effectively
Blend LLM observability metrics with conversation analysis
In-depth analysis of knowledge base relevance and accuracy
See our Chatbot / IVR solution →
See our AI / LLM Agent Solution ➜
Current
Limited visibility into custoOnly able to report on basic performance metricsmer sentiment
Limited view of agent effectiveness and customer friction points
Reliance on post-call agent tagging is inaccurate
with
Bifrucated A.I.-driven analysis on both agent performance and customer experience
Predictive Scoring & insights on every customer journey
Recommended optimizations for resolution speed and agent impact
See our Chatbot / IVR solution →
See our Contact Center Solution ➜

Security

We uphold the highest standards of data security suitable for enterprise data
SOC2 Compliant
We uphold the highest data security standards with SOC2 companies
ISO 2701 Compliant
We uphold the highest data security standards with ISO companies
GDPR Compliant
We upload the highest data security standards with GDPR compliance
PII Redaction
PII redaction libraries available for your teams to redact PII
Penetration Testing
Continuous penetration testing monitored & audited
MSA’s for Enterprises
Master Service Agreements available for all enterprise clients
Cloud or On-Prem
Options for cloud or single tenancy requirements
Data Deletion
Upon request, we can delete all the date ever sent to you
Infinitely Scalable
Our infrastructure is purpose-build for scale & performance

Launch strategy without worrying about the latest LLM technology.
We bring you the most intuitive way to apply the latest.

Hear it for yourself

Dimension gives us the insights to provide the support needed to those who need it most.

— Product Manager at American Red Cross

Dimension is key for us to both report outcomes to the business and prioritize where to dedicate resources to enhancing our customer journey.

— Program Manager at Dropbox

The partnership with Dimension has been instrumental in supporting our remarkable improvements in our self-service performance and customer journey optimization.

—Director of Speech Science & Analytics at Concentrix