A Fortune 100 insurance provider was managing millions of customer interactions each year across chat, voice, email, SMS, and self-service channels—but lacked a unified understanding of where its virtual assistants and agents were struggling. Without enriched conversational data, the company couldn’t pinpoint automation gaps, customer friction points, or emerging service issues.

By partnering with Dimension Labs, the insurer centralized all conversational data into a single analytics layer and enriched it with AI-driven insights—such as intent, sentiment, effort, and resolution outcomes. This intelligence empowered the team to continuously retrain and optimize chatbot performance, reduce escalations, and deliver faster, more consistent support across every channel. The result was a data-driven CX operation that lowered cost-to-serve, improved agent productivity, and enhanced customer satisfaction at scale.

Impact Summary

“Dimension Labs gives us that 50,000-foot view we needed to figure out what’s going on out there.” — Data Science Business Partner, Fortune 100 Insurance Provider

• 600% ROI within 18 months — totaling $3.13M in savings
• $2M BI rebuild avoided through automated analytics
• Agent productivity up, burnout down
• Customer effort scores (CES) improved through seamless, cross-channel visibility

The Challenge

Customer journeys were fragmented across multiple touchpoints, forcing policyholders to repeat information as they moved between channels. Support teams lacked a unified view of the customer, driving up cost-to-serve and agent fatigue.

Traditional BI systems couldn’t connect chat, call, and email data into a coherent view, making it difficult to identify root causes of customer effort or measure performance across channels. The result: inconsistent service, rising support costs, and limited ability to act on insights in real time.

The Solution

The insurer partnered with Dimension Labs to bring structure and intelligence to its unstructured customer interaction data.

Dimension Labs unified omnichannel data—voice, chat, email, SMS, and bot—into a single governed analytics platform purpose-built for unstructured language data.

Key capabilities delivered:

• Automated journey mapping: Visualized customer flows, handoffs, and drop-off points across channels.
• AI-driven enrichment: Extracted intent, sentiment, and root-cause signals from chat and call transcripts.
• Performance dashboards: Compared operational efficiency across lines of business, regions, and teams.
• Governed data pipelines: Maintained compliance with HIPAA, GDPR, and enterprise data policies.

With Dimension Labs, the insurer gained a unified operational intelligence layer—allowing teams to prioritize high-impact fixes, measure ROI on CX improvements, and optimize agent performance at scale.

The Results

Achieved 600% ROI in 18 months, totaling $3.13M in savings:

• $1.13M from CX automation and reduced manual analysis
• $2M in avoided BI development costs
• Automated insights replaced manual BI processes, enabling faster decision-making and lower operational overhead.

Reduced Customer Effort and Higher Satisfaction

• By connecting all customer interactions across channels, the company gained end-to-end visibility into policyholder journeys.
• Repeated contacts dropped, customer effort scores improved significantly, and escalations were resolved faster—leading to higher overall satisfaction.

Increased Agent Efficiency and Morale

• Agent burnout decreased as manual triage and data gathering were automated.
• Teams focused more on complex, high-value cases, while managers leveraged new dashboards to proactively identify training needs and process improvements.

Conclusion

With Dimension Labs, this Fortune 100 insurer shifted from fragmented, reactive service to unified, proactive CX operations.

By transforming millions of unstructured customer interactions into structured business intelligence, the company reduced cost-to-serve, improved customer satisfaction, and freed data teams from maintaining brittle BI pipelines.