G2

Jeff L.

Senior Tools and Systems Coordinator, CX

Mid-Market (51-1000 emp.)

5/29/2026

"Applied Labs: Amazing Product, Even Better Partners"

5/5

What do you like best about Applied Labs?

I think they do the basic things very well, but above all it's their willingness as partners to help ideate, integrate, and take on ad-hoc requests with customer priorities front and center. For example, any time I've asked for a custom export, their team has always been willing to help provide it and problem-solve alongside us.

Their dashboard is very powerful but surprisingly easy to pick up, and the pace at which they ship improvements is genuinely impressive. One example being their 'AI Insights' feature: a few months ago this did not exist, but it quickly went from prototype to a very workable feature in a short span. I now use it for weekly insights or quantifying specific customer concerns.

Lastly, it's always exciting to see what they're building next and how they continue to empower CX teams and push the space forward! Review collected by and hosted on G2.com.

What do you dislike about Applied Labs?

The main challenge is that because we have other channels living in our traditional helpdesk, our Applied Labs data sits separately, which means getting a fully unified view requires pulling from multiple places. It's less about the product and more about running multiple tools in parallel. That said, their team has been proactive in working with us to find solutions. Review collected by and hosted on G2.com.

What problems is Applied Labs solving and how is that benefiting you?

Our main challenge was improving our chatbot's ability to automate contacts at scale without sacrificing accuracy or quality. Before Applied Labs, we were stuck: automation gains came at the cost of CSAT.

Within the first 3 months, we got chatbot CSAT from ~70% to 95%+, increased our overall automation rate by 31%+, and cut costs substantially. On top of that, auditing conversations is far easier than it used to be, which has made day-to-day operations a lot more manageable.

Beyond the numbers, they've helped us explore how our chatbot can add more value across the full member experience, not just within support. Review collected by and hosted on G2.com.