Intuit QuickBooks, supporting seven million small businesses, faced challenges in managing large volumes of unstructured data from their QuickBooks Assistant chatbot. Using Dimension Labs, QuickBooks gained critical visibility into their customer interactions, enabling them to optimize chatbot performance and reduce human escalations. They achieved measurable improvements in customer service efficiency by enriching their data with AI which allowed them to uncover the drivers behind challenging areas. 

Key Metrics: 

• Reduction in 'Not Handled Rate' by 35.3%
• Reduction in human escalation by 57%

The Challenge: 

QuickBooks Assistant, handling over 1 million sessions per month across 50+ bots, struggled with unstructured data leading to mishandled or unhandled intents. This resulted in inaccurate responses and unnecessary escalations to live agents, creating inefficiencies and frustrating customers. The inability to pinpoint specific drivers behind these issues further hindered operational improvements and chatbot scalability.

The Solution: 

Dimension Labs provided QuickBooks with a centralized platform to capture and analyze all customer interactions. By mapping conversational flows and leveraging predictive intelligence, Dimension Labs identifies and prioritizes the root causes behind mishandled intents, such as recurring issues and customer confusion points.

Key capabilities included:

• Unification of chatbot data: Full transcripts allowed QuickBooks to examine customer journeys and align chatbot performance with user needs.
• Insight-driven improvements: AI enrichment revealed patterns and insights that drove optimization of conversation flows, reducing mishandled intents and escalations.
• Infinite dimensions from text data: Custom prompts empowered QuickBooks to extract targeted insights from interactions, offering actionable recommendations for improving chatbot performance.

This visibility into unstructured conversation data and enrichment enabled QuickBooks to address specific pain points in their chatbot workflows, delivering a better customer experience while reducing reliance on human intervention.

The Results: 

The implementation of Dimension Labs delivered tangible improvements:

• 35.3% reduction in fallback intent, achieved by optimizing conversation flows based on enriched insights.
• 57% reduction in human escalations, even as chatbot usage increased.

These results not only enhanced chatbot efficiency but also demonstrated how AI-enriched data insights can reduce support inefficiencies and improve outcomes. The success of this solution led to the expansion of QuickBooks Assistant into QuickBooks Online, further elevating their chatbot capabilities.