We got an exclusive look at the pitch deck customer service startup Dixa used to bag a $105 million Series C led by Uber-backer General Atlantic
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- Customer service software company Dixa has raised $105 million in Series C funding.
- Its CEO founded multiple customer service startups after a poor experience working in a call center.
- We got an exclusive look at the pitch deck Dixa used to secure investment.
A customer service startup that uses artificial intelligence to detect the emotion of the caller has raised $105 million in Series C funding to disrupt the sector.
Copenhagen-based Dixa, which was founded in 2015, raised the funds in a round led by General Atlantic, backers of Slack, Uber, and Snapchat.
The company is headed up by serial entrepreneur Mads Fosselius, who launched four previous startups within the sector. It has raised $155 million in funding to date.
Dixa consolidates different communication channels, bringing email, live chat, phone and social media into one platform. This also includes help desk tickets and other data the company can “get its hands on”, like purchase history, so that all of the caller’s information is integrated and accessible to the agent. This means a customer should never have to repeat themselves, Fosselius said.
It is also investing in technology to sense a caller’s tone and feelings. This data will be used to route the caller to the most appropriate agent for a friendly exchange. “This is extremely important because of course there are certain kinds of agents that are better at treating dissatisfied customers,” the founder told Insider.
Gartner identified speech analytics technology as an emerging trend after finding the technology has potential, although leaders in the sector are not confident in its understanding the nuances, sentiment, and intent of language.
As well as product development, the cash will be used to ramp up hiring, with the company planning to quadruple the engineering team by the end of 2022 to 300 people, and to scale up the company’s global presence. Fosselius expects part of this growth to come from acquisitions following the purchase of Melbourne-based AI-driven customer service tool Elevio.
Fosselius set about trying to fix the customer service industry after working as a call center agent aged 19, where he used “horrible disconnected systems” while trying to help customers. “I have had a passion, and also a frustration, around customer service,” he said.
He hopes Dixa will improve the experience for both parties and unite the “fragmented” industry. “No doubt that when we talk about experience, there’s two sides of it,” he said. “It’s very much about customer experience and agent experience.”
As well as its headquarters in Copenhagen, Dixa has offices in London, New York, Berlin, Kyiv, Tel Aviv and Melbourne.
See the pitch deck it used to bag a $105 million Series C: