Discover how Dropbox, a leader in cloud-based file storage, partnered with Dimension Labs to revolutionize their digital customer service. By harnessing Dimension Labs, Dropbox transformed unstructured conversational data into actionable insights. This allowed them to automate service requests, optimize chatbot performance, and improve the overall customer experience. Learn how Dropbox unlocked the value of dark data to drive innovation in digital service, reduce costs, and enhance customer satisfaction.

Dimension Labs is key for us to both report outcomes to the business and prioritize where to dedicate resources to enhancing our customer journey. — Maureen O’Sullivan, Program Manager at Dropbox

Key Metrics: 

• Reduced unhandled bot conversations by 43%, even with a 15x increase in chat volume.
• Achieved a 3x increase in self-service adoption for “Account upgrade” topics, reducing service costs.
• Expanded bot use cases to more complex service topics and automated onboarding within one year.

The Challenge: 

Dropbox faced significant challenges in scaling and optimizing its customer service operations, including:

• Managing a growing volume of service requests across live agent chat and email, necessitating efficient automation through self-service bots.
• Time-consuming manual processes for analyzing customer journey data, such as drawing and reviewing diagrams, which slowed decision-making.
• Limited visibility into customer journeys and conversational flows, making it difficult to optimize bot interactions to meet key service goals.

The Solution:

Dimension Labs helped Dropbox transform unstructured bot interaction data into a unified source of truth. By leveraging AI-driven enrichment and omnichannel data integration, Dimension Labs unlocked actionable insights from Dropbox’s dark data.

Key Capabilities Utilized:

• Automated Data Enrichment: Dimension Labs AI processed raw chat transcripts to identify top customer support requests, commonly asked questions, and patterns driving unresolved interactions.
• Customer Journey Visualization: Dimension Labs mapped conversation flows, providing Dropbox with a clear picture of customer interactions and opportunities to enhance bot performance.
• Proactive Insights: The platform highlighted areas for improvement, enabling Dropbox to redesign its bot and self-service experiences to better align with customer needs and service goals.

Dimension Labs’ solution empowered Dropbox to move beyond reactive support, enabling proactive digital service innovation while aligning improvements with their key operational metrics.

The Results:

Partnering with Dimension Labs delivered measurable results for Dropbox:

• Self-service adoption for “Account upgrade” topics increased 3x, significantly reducing service costs.
• Unresolved requests in the bot decreased by 43%, even as chat volume increased by 15x, showcasing improved bot efficiency.
• Expanded automation to complex service topics, such as “implementation,” and launched new bots for specialized support and automated onboarding—all within one year.
• Proven business results and productivity gains led to further adoption of Dimension Labs’ platform across Dropbox’s support teams.