“We’re getting what people are actually typing in—not just chatbot inputs, but also agent conversations. These are rich, unsolicited comments that help us better understand our products in the wild.”
— CX Business Transformation Leader

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About the Customer

A global consumer goods leader in pet nutrition and wellness, with brands used daily by millions of pet owners. The Petcare division manages multiple customer support channels across websites, email, and chatbot platforms and needed a scalable way to transform feedback into actionable insight across product, marketing, and CX teams.

Before Dimension Labs‍

• Spent two years attempting to build internal business analytics tools without success
• Survey and chatbot data lacked structure, making issue detection manual and slow
• No way to correlate unstructured feedback with product-level action or team accountability

After Dimension Labs

• Automated enrichment across chat, survey, and agent transcripts to structure feedback
• Reduced escalations by 49.6% while increasing digital engagement by 17.2% in six months
• Eliminated manual effort equating to 3 FTEs, allowing teams to focus on higher-impact work

Challenges‍

With rising volumes of customer conversations—from chatbot sessions to post-interaction surveys—the team lacked a reliable system to analyze, categorize, and act on the data. Analysts were manually reading transcripts and surveys to create keyword lists and surface themes. Sentiment scoring was subjective and inconsistent. Despite investing in internal tools for over two years, the team couldn’t operationalize conversational data at scale. The result: marketing, product, and CX teams were working off anecdotal evidence, missing out on systemic signals buried in unstructured conversations.

Solution

Unlike traditional analytics tools that rely on structured fields and static dashboards, Dimension Labs is purpose-built for unstructured data—enabling real-time enrichment, dynamic labeling, and predictive scoring across every customer channel.

Dimension Labs delivered a centralized analytics platform capable of ingesting and enriching multiple channels of unstructured data—chatbot logs, email surveys, and agent interactions. Key capabilities we provided: 

• Automated enrichment and labeling of unstructured text, eliminating the need for manual keyword building
• Predictive satisfaction and effort scoring to benchmark experiences across brands, products, and touchpoints
• AI-powered discovery tools to surface product-specific issues, CX friction points, and sentiment shifts
• Automated reporting that turns raw input into weekly insights for executives and monthly intelligence for product and marketing teams

What once required weeks of manual review is now delivered daily—at scale, with more accuracy, and across more teams and stakeholders.

The Results

Improved Digital Performance
Within six months, chatbot engagement increased 17.2%, and escalated conversations dropped 49.6%, indicating more effective self-service and clearer dialogue flows.

Operational Efficiency
The team saved one full headcount and unlocked capabilities equivalent to another 1.5 FTEs, streamlining effort across insights, CX, and product management.

Strategic Visibility
For the first time, teams can track product and brand issues with structured data and metrics. Visibility into live customer input—from chat to survey—has informed product lifecycle decisions and content strategy across multiple brands.

Conclusion‍

Dimension Labs helped a Global Petcare Brand move from fragmented, qualitative feedback to a structured, scalable insights engine. By unlocking value in unstructured chatbot and survey data, the company has improved engagement, reduced escalations, and empowered cross-functional teams with real-time, actionable intelligence. The partnership continues to expand as other business units seek to adopt the solution globally.