Case Study: Dialogue achieves real-time staffing, faster support, and 30% higher caregiver app adoption with Segment

Using real-time analytics to help nurses provide better care journeys

Dialogue is a virtual healthcare platform that helps employers offer online medical care to employees. As the company scaled, it faced three main challenges: keeping nurses focused on clinical work rather than troubleshooting, giving product teams unified, actionable analytics as features multiplied, and reducing staffing lag caused by slow patient-volume data (12-hour latency) that led to longer wait times during spikes.

Data scientist Jacob Frackson built a real-time data stack using Segment to feed Intercom for richer support context, Tableau for self-serve product analytics and A/B insight, and Amazon Kinesis/Athena for sub-three-minute visit dashboards. The changes let support handle hundreds of tickets weekly without pulling clinicians away from care, drove caregiver app adoption from 70% to 99% (≈30% improvement), enabled data-driven product decisions, and supported 300,000+ lives with lean operations and real-time nurse staffing.

Dialogue

Jacob Frackson

Data Scientist