A state-based health insurance exchange partnered with Dimension Labs to enhance its customer service experience. The exchange aimed to simplify the process of understanding insurance eligibility and application submission, creating a seamless digital experience for both English and Spanish speakers. By analyzing tens of thousands of chatbot interactions, Dimension Labs identified gaps in the application journey, providing actionable insights that led to substantial improvements in self-service adoption and customer satisfaction.

You're going in blind without Dimension Labs. — CX Manager

Whether it's additional training that needs to take place or if it's going back to the conversation designer, to make the content itself more enticing, now we know what we need to do to decrease that drop off so we can get the consumer to the goal of journey flow.

Key Metrics:

• 2 weeks: Time to implement a new self-service use case, reducing required resources by approximately 25%.
• Nearly 100% containment rate for key intents; self-service adoption in the bot increased 5x.
• Dimension Labs’ Flows feature provided direct insights into the consumer journey, enabling effective identification and resolution of drop-off points with daily customer journey improvements.

The Challenge:

The health insurance exchange struggled to meet high demand, receiving a significant volume of common service requests across live agent and email channels. Automating these requests with a chatbot was essential to reducing strain on agents, but the complex processes required to qualify and verify applicants for subsidized policies posed a significant barrier to automation.

Key pain points included:

• Friction points in the chatbot flow, which were difficult to identify and often led to incomplete applications.
• Unanswered questions and escalations to live agents, limiting the effectiveness of self-service options.
• A need for real-time insights to refine the customer journey and improve service delivery.

The Solution:

Dimension Labs provided the exchange with a data platform that unlocked actionable insights from chatbot interactions, enabling a systematic and data-driven approach to improving automated support.

Key Capabilities Utilized:

• Conversation Flows Visualization: Mapped customer journeys, offering direct insights into drop-off points and areas of friction.
• User Journey Insights: Identified top reasons for agent escalation and gaps in the customer experience, helping prioritize improvements.
• AI-Driven Automation: Streamlined processes to improve the accuracy and efficiency of self-service options, reducing resource demands.

Dimension Labs empowered the exchange to deliver quicker and more accurate responses to citizens, improving access to health benefits and coverage plans.

The Results:

The partnership with Dimension Labs delivered significant improvements to the health insurance exchange’s digital consumer journey:

• Faster Implementation: Launched a new self-service use case in just two weeks, reducing required resources by 25%.
• Increased Containment: Achieved a nearly 100% containment rate for key intents, with self-service adoption increasing 5x.
• Continuous Improvement: Leveraged Dimension Labs’ insights to monitor and enhance the customer journey daily, addressing drop-offs and refining the user experience.

These results demonstrate the power of Dimension Labs in transforming customer service automation, improving the speed and efficacy of digital support channels, and driving measurable outcomes for citizens and stakeholders alike.