Case Study: Holvi achieves 22‑second resolutions and 74% self‑service with Dixa's chatbot

Building customer trust by solving service requests in 22 seconds

Holvi, a Helsinki-based business banking service for freelancers and small businesses, needed to scale customer support with a lean team of 15 agents while maintaining secure, modern service. Facing high volumes of repetitive live-chat requests and the need for tight Zendesk integration and user authentication, Holvi partnered with Dixa to deploy a chatbot solution—Solvi—to provide secure, automated support and reduce agent load.

Dixa’s chatbot Solvi delivers 24/7 authenticated self-service, language-based routing (Finnish/German), and seamless Zendesk handovers for complex issues. As a result, Holvi achieved a 74% self-service rate, 22 seconds average time to solution, 78% chatbot CSAT, and Solvi handled 32% of incoming requests in 2021, while live chat handling time improved by 10%—letting Holvi scale support without growing live-chat volume.

Holvi

Jessika Franck

VP Customer Experience