Dimension Labs

Industry

Player conversation analytics for gaming and betting

Read every player chat, ticket and review. Find which payment, verification and product issues drive churn among your most valuable players.

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Ask Which issues drive VIP churn?

We work with enterprises such as NBA, Travelers, Mars and Concentrix.

[01] The problem

Your VIPs tell support before they take their balance elsewhere.

Gaming platforms handle millions of player conversations a month. Withdrawal delays, verification loops and bonus disputes are all in there, joined to nothing.

Right now

01Support volume is staffed, not analyzed
02VIP churn is spotted after the fact
03Payment and verification friction isn't measured
04Bonus disputes are handled one at a time
05Every market and language is read separately

The players worth the most are the ones who talk to support the most.

[02] EnrichOne record, structured

Language in. Structured data out.

Every record is read in full and written back with dozens of typed Dimensions, the same way every run. Here is what that looks like for gaming and betting.

enrichment · one record

Raw text

My withdrawal has been pending for five days. Verification asked for the same document again. I've played here for three years and I'm about to take my balance elsewhere.

Live chat · VIP player · account joined

Dimensions written to the record

Service Speed & Waitwithdrawal · 5 days
Urgency & Deadlinehigh
Effort Levelhigh · repeat verification
Loyalty Signal3-year player
Customer SegmentVIP
Churn & Cancellation Riskhigh

Each colour links a phrase in the raw text to the Dimensions extracted from it. Hover either side.

[03] The product

3.1 · Read everything

Every record, enriched.

Start with one export of live chats, tickets, emails and reviews, or connect every channel. Every record comes back with typed Dimensions like service speed and wait, effort level, loyalty signal, customer segment and churn risk, written the same way every run, then joined to player tier, deposits, market and tenure.

Read every record, not a sample
Join each record to player tier, deposits, market and tenure
Add your own Dimensions in plain English
Backfill years of history in the same run

dimension labs · blend

3.2 · Prove the cause

Ask why. Get proof.

Ask in plain English. The agent writes the queries, controls for what would confound the answer, and ranks each issue by its measured effect on player churn and deposits, with an effect size and a confidence interval. Findings that fail the robustness checks are never reported as causal.

Which issues drive VIP churn
Measure payment and verification friction
Compare every market and language on one scale
Track whether a fix moved deposits

dimension labs · ask

Example finding

Which issues drive VIP churn?

Player issues ranked by their effect on churn and deposits, across every market and language.

Every player conversation · account joined

3.3 · Deliver

Ask for the report. Get the report.

Ask for the readout your VIP and operations leads needs and the agent builds it: summary, ranked findings, charts and recommendations, each figure checked. Schedule it weekly or monthly on fresh data, or publish it as a live monitor.

Produce the monthly readout without building it
Publish a live monitor leadership can open and question
Track whether the fix you shipped moved the number
Export to PDF, slides or your BI tool

dimension labs · report

[04] How the platform worksRuns daily

From raw conversations to a proven answer.

Language from every channel and your business data flow into one pipeline that enriches, governs and tests every record, then delivers wherever your team works.

Language · 37 sources

ZendeskIntercomSalesforceLiveChatDriftSlackQualtricsMedalliaSurveyMonkeyQuestionProGenesysAmazon ConnectAvaya Cloud8x8TwilioSMSAdaKore.aiYellow.aiCognigyRasaMicrosoft Bot FrameworkAmazon LexAmazon AlexaOracle Digital AssistantBotcopyCapacityFacebook MessengerKikX (Twitter)OpenAIEmailCall recordingsApp store reviewsGoogle reviewsOpen-ended surveysCommunity forums

Business + world data

SnowflakeDatabricksBigQueryAmazon S3Salesforce CRMCSV + ExcelREST APIRevenueOrdersRenewalsUsage eventsLoyaltyStore + location dataWeatherSeasonalityMarket events

Dimension Labs pipeline · Runs daily

Ingest + normalizeEvery channel and language into one schema

EnrichDozens of Dimensions written onto every record

Map + governValidated for drift, versioned, the same fields every run

Analyze + proveJoined to outcomes and tested for cause

Where it goes

Dimension Labs agentAsk, report, schedule

Your warehouseSnowflake, Databricks, BigQuery

BI toolsTableau, Power BI, Hex

Claude and ChatGPTvia MCP · coming soon

[05] ArtifactsBuilt by the agent