AI Agents
Dojo Achieves 70% Faster Dispute Processing with Gemini Enterprise Agents
The UK payments provider processing over 2 billion transactions yearly empowered staff to build hundreds of custom agents, delivering time savings in disputes, sales support, and authorizations.
Dojo is a UK payments provider processing more than 2 billion transactions annually representing over 40 billion pounds in payments volume that has adopted Gemini Enterprise to enable widespread creation of custom AI agents.
Executive Summary
Dojo, the UK payments provider, has successfully deployed Gemini Enterprise from Google Cloud to transform its operations through AI agents. This move has enabled the rapid development of over 680 custom AI agents by employees in a span of two months. The standout application is the Chargeback Agent, which processes dispute resolution by analyzing emails and transaction records to build responses and reports, resulting in a 70 percent reduction in time for complex cases. Sales teams have gained over seven hours per week per person through the Enterprise Sales Agent, allowing more focus on client interactions. Furthermore, the company's payment authorization process now operates 60 percent faster than the industry standard, enhancing overall transaction efficiency. These achievements are the result of a comprehensive adoption strategy that included external partnerships and internal cultural initiatives to foster AI innovation at all levels of the organization. For C-suite leaders in the payments sector, this demonstrates the potential for quick returns on AI investments when platforms are made accessible to end users.
The quantified outcomes position Dojo as a case study in enterprise AI application for high-volume transaction environments. By automating analysis and response generation in disputes, the company has reduced manual effort without disrupting existing card network workflows. The time savings in sales operations translate directly to productivity gains that can support business growth. Authorization speed improvements contribute to better customer experiences in a competitive market where transaction approval times matter. This deployment illustrates how agentic platforms can scale across an organization when combined with enablement and grassroots programs.
| Performance Metric | Before Deployment | After Deployment | Source Attribution |
|---|---|---|---|
| Complex Dispute Processing Time | Baseline manual analysis | 70% reduction via Chargeback Agent | Google Cloud case study |
| Sales Team Weekly Time Use | Standard workload | Over 7 hours saved per user | Google Cloud case study |
| Payment Authorization Speed | Industry baseline | 60% faster than average | Google Cloud case study |
| AI Agent Creation Volume | Limited internal tools | More than 680 agents in 2 months | Google Cloud case study |
What is the operational background of Dojo in the payments sector?
Dojo operates as a payments provider in the United Kingdom, handling more than 2 billion transactions each year. These transactions represent a total value exceeding 40 billion pounds. The company focuses on supporting the in-person economy through its payment processing services. In the payments industry, challenges include managing high volumes of transactions, resolving disputes efficiently, and maintaining fast authorization times to meet customer expectations. Prior to the AI deployment, processes like dispute resolution required significant manual effort from staff analyzing emails and records.
The mission of the company is to reinvent payments to drive growth in the in-person economy, as stated by its leadership. With such scale, any improvement in processing times can have substantial impact on costs and customer satisfaction. The payments sector demands high reliability and speed, making it suitable for AI augmentation in routine and complex tasks. Dojo's transaction volume provides a robust environment for testing and scaling agentic solutions across multiple business functions.
How did Dojo deploy Gemini Enterprise and create custom agents?
Dojo adopted Gemini Enterprise across the entire organization to serve as an agentic platform. Employees were given access to tools based on the Gemini model and the Vertex AI platform. Within two months, staff had created over 680 AI agents. The company worked closely with SoftServe for the initial setup and enablement sessions. Internal programs such as AI Trailblazers and AI Champions were established to encourage grassroots innovation and adoption of the technology.
This deployment enabled the creation of specialized agents for various functions. The focus was on using AI to automate information gathering and other labor-intensive processes. The partnership with Google provided the foundation for building these agents on the Vertex AI platform. This allowed for integration with existing systems and data sources within Dojo's operations.
- Adopted Gemini Enterprise across the organization for agent building capabilities.
- Partnered with SoftServe for initial setup and enablement sessions.
- Launched internal AI Trailblazers and AI Champions programs to drive adoption.
- Enabled employees to create custom agents using the Vertex AI platform.
- Deployed targeted agents including Chargeback Agent and Enterprise Sales Agent.
What are the technical specifics of the Chargeback Agent and other tools?
The Chargeback Agent is designed to analyze dispute resolution emails and transaction records. It then constructs structured responses based on the analysis. Finally, the agent generates reports suitable for submission to card networks. This automation addresses complex dispute cases that previously took considerable time. By handling the analysis and response generation, the agent reduces the manual workload on staff while maintaining compliance with network requirements.
Other agents include the Enterprise Sales Agent, which assists sales teams in their daily tasks. This leads to time savings of over seven hours per week per user. The platform supports building agents that integrate with payment systems to speed up authorization processes. Dojo has achieved authorization speeds that are 60 percent faster than the industry average from the moment of tap or swipe to approval.
What measurable results has Dojo achieved with these AI agents?
The primary result is the 70 percent reduction in processing times for complex dispute cases using the Chargeback Agent. This has direct implications for operational costs and resolution speed. Sales teams benefit from the time savings, allowing them to focus on higher-value activities. The faster authorization times improve the overall customer experience in transactions.
These outcomes are backed by the data from the deployment. The rapid creation of 680 agents indicates high engagement and usability of the platform. Dojo's approach demonstrates how enterprise AI can be scaled quickly when employees are empowered to build solutions themselves. The combination of time reductions and speed improvements provides a model for similar organizations in financial services.
What are the market and stakeholder implications for the payments industry?
The success at Dojo suggests that other payments providers can benefit from similar agentic AI deployments. By reducing processing times, companies can handle higher volumes without proportional increases in staff. This has implications for workforce augmentation, where AI handles routine tasks. Stakeholders including customers, card networks, and internal teams all see benefits from faster resolutions and authorizations.
In the broader financial services sector, this case highlights the potential for AI agents to transform operations. Companies processing billions of transactions can achieve significant efficiencies. The model of employee-driven agent creation could become a standard practice for innovation in the industry. Peer executives may consider how accessible agent platforms can accelerate digital transformation initiatives.
What expert reactions and commentary exist on Dojo's AI implementation?
Robert Howes, Chief Technology Officer at Dojo, has commented on the company's mission and achievements. He noted the close work with Google on the Gemini model and Vertex AI platform. The rollout across the real estate has been comprehensive. These comments provide insight into the strategic importance of the deployment.
We've been able to achieve industry-leading transaction processing times—60% faster than the industry average from when somebody taps or swipes to having that transaction approved.Robert Howes, Chief Technology Officer, Dojo
Another statement from Howes emphasizes the mission to reinvent payments. This reflects the alignment of AI initiatives with business goals. The use of AI for automating information gathering in chargeback flows is another area of focus. Leadership commentary underscores the role of technology partners in enabling these outcomes.
What is next for Dojo in its AI agent development?
Dojo is continuing to build on its AI capabilities with plans for an automated chargeback flow powered by AI. The company is looking at automating large aspects of processes, particularly information gathering. Further integration with Google technologies is expected to expand the range of agents available.
The internal programs will likely continue to drive more agent creation. This positions Dojo as a leader in applying AI agents in the payments sector. Future developments may include additional custom agents for other business areas such as reporting and customer support.
Frequently asked
How many AI agents did Dojo create with Gemini Enterprise?
Employees at Dojo created more than 680 AI agents within two months of the rollout of Gemini Enterprise.
What is the impact of the Chargeback Agent on dispute processing?
The Chargeback Agent has reduced processing times for complex dispute cases by 70 percent.
Who is the Chief Technology Officer at Dojo and what has he said about the AI deployment?
Robert Howes is the Chief Technology Officer at Dojo. He has stated that the company has achieved industry-leading transaction processing times that are 60 percent faster than the industry average.
Sources
- Google Cloud — Dojo adopted Gemini Enterprise, created over 680 agents in two months, reduced dispute processing by 70%, sales save 7 hours weekly, 60% faster authorization.
- Google Cloud — Dojo processing more than 2 billion transactions a year adopted Gemini Enterprise, employees created more than 680 AI agents within two months, Chargeback Agent reduced times by 70%, sales save more than seven hours, authorization 60% faster.
- Dojo — We're working very closely with Google. Whether that's their Gemini model or the Vertex AI platform on which we build the agents. If I take Gemini, for example, we've rolled it out across our entire real estate.