No rider left waiting: how Dott’s AI-first CX provides instant resolutions on the go

Seven years ago, Dott aimed to deliver a first response within six hours for 80% of customer inquiries. Today, COO Nicolas Gorse says that would be unacceptable. His new benchmark? Three seconds.

That shift in thinking has helped Dott transform customer service across 2 million rider conversations a year—achieving 77% automated resolution, increasing CSAT by 17 points, and making AI a core part of the product experience, not just the support team.

Now, Dott is focused on the next frontier: proactive service. As Nicolas puts it, “The dream is that we get your answer before you raise the question.”

If you’re thinking about what AI-first CX looks like in practice and where it’s heading, you won’t want to miss this read.