Case Study: Dott boosts CSAT 20% and cuts response time by 70% with Dixa's unified agent workspace

Achieving excellence in customer service with Dixa’s unified agent workspace and Ada’s AI-powered chatbot

Dott, a European shared micromobility operator based in Amsterdam, struggled with manual workflows, fragmented systems and slow response times that hurt rider experience and overloaded their 23‑agent support team. To address this, Dott moved to the Dixa Platform—using Dixa’s unified agent workspace and AI-driven tools—to consolidate channels and reduce repetitive tasks.

Dixa implemented a centralized agent workspace, intelligent routing, and an Ada AI chatbot integration to automate routine queries and prioritize urgent riders. The result was a 20% increase in CSAT, a 70% reduction in response time (to under 30 minutes), a 40% drop in handling time with zero Tier 1/2 backlog, and a 50% reduction in reliance on external BPO agents—showing clear operational and customer‑experience gains driven by Dixa.

Dott

Randy Berridge

Head of User Support and Insights