Dixa

A chat that takes 9 seconds to load. A login wall before a simple return question. That’s the friction our mystery customers find. Get your AI CX Score out of 100, how you compare with your peers, and what to fix first.

Your competitors have AI agents too. Is yours better? We send 10 mystery customers to the chat on your store: 3 want to buy, 7 need help with an order. You get a score out of 100 and see exactly where you rank against your top 3 competitors. Free, and it works with any AI agent.

Would your AI agent give away 30% off if a customer pushed hard enough? Our mystery customers try. They also chase late deliveries, return items and complain. One serious slip, and your score is capped at 50. Find out before your real customers do.

Service leaders expect AI voice to be one of their most valuable channels within two years (Gartner, Aug 2026). I think it’ll happen faster. Dixa just launched Mim (our AI Agent) on Voice. The same Mim that resolves chat and email now picks up the phone, verifies the caller, pulls the real order, changes it, refunds it, reads it back. Done before the call ends. 16 languages, EU-hosted, EU AI Act compliant. Where this goes: the phone stops being the escalation channel and becomes the fast lane. Peak season stops meaning temps - Mim absorbs a big part of the Black Friday and Christmas wave end to end. And the bit that matters: one agent across chat, email, WhatsApp and voice. Not a voice bot bolted onto a ticketing tool. Same brain, every channel. Voice was the blind spot in agentic CS. Now it isn’t.

Since August, the EU AI Act has required brands to tell customers when they’re chatting with AI, which for most CX teams is a fairly simple fix. But the next step on 2 December is harder. From then, content created by AI needs a machine-readable mark showing it’s AI-generated. It’s more technical, and it lands right as peak season is in full swing. It’s worth asking your AI vendor to walk you through exactly how they handle this on every channel you use, whether that’s chat, email, WhatsApp or phone. Much better to have that conversation now than in the middle of the Christmas rush. 🎄 Dixa has put together a helpful overview here if you want to dig in: https://lnkd.in/efKq2Vg3

Customer service has come a long way. In a decade, it has transformed itself from an overlooked back-office function into a professionalised, high-tech operation claiming its seat at the table. With it has come a new breed of CX leader: empathetic and team-oriented as always, but more data-driven, AI-fluent, and commercially confident. The struggle is far from over. Many organisations still treat service as a cost to minimise, and rush to AI to get there. The best leaders deliver the efficiency and refuse the premise, because they know service drives loyalty and growth, and cutting it to the bone costs more than it saves. They also know efficiency and experience are not rivals but complements. The same technology that cuts the cost of a conversation raises the quality of the next one. So the question is not which. It is when: when to be fast, when to be empathetic, when to automate, and when to put your best people on it. They fix the cause rather than the ticket. They reach the customer before the complaint. And they keep every conversation in-house, because nobody else can deliver on their standards. Great customer experience is never an accident. It isn't just dedication. It's obsession. At Dixa, we build for the obsessed. Obsess over CX.