Dixa vs Kayako
Dixa and Kayako, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Dixa
Agentic customer service platform for ecommerce. AI agent (Mim), routing, Team Hub, Discover analytics/QA.
Best for Ecommerce and DTC brands at mid-market scale.
2015 · Copenhagen, Denmark (+ London).
Kayako
AI-first support platform. Kay AI agent positioned as an autonomous resolver, tagline "Scale Support Not Headcount."
Best for Mid-market to enterprise (retail/ecommerce, SaaS, financial services, healthcare) wanting managed, expert-led AI.
2001 (Jalandhar, India, by Varun Shoor). · London, UK (plus Gurgaon and Singapore).
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- DixaPer-agent/mo plus usage add-ons (Mim per conversation, voice per minute).
- KayakoHybrid: flat platform fee (Kayako One) plus $1 per AI-resolved ticket.
- Free plan
- DixaNo
- KayakoNot offered
- Free trial / guarantee
- DixaNot offered publicly (book demo).
- Kayako90-day AI Agent Pilot with refund guarantee; 14-day trial also cited.(3rd-party)source
- Price
- DixaEUR 89/agent/mo (Growth, monthly). About EUR 71 annual. · EUR 139/agent/mo (Ultimate, monthly). · EUR 179/agent/mo (Prime, monthly).
- Kayako$79/mo flat (Kayako One). · Single platform tier. · Enterprise/custom via sales.(3rd-party)source
- Seat minimum
- Dixa7-seat minimum cited.
- KayakoNone stated (legacy Cloud 5, On-Prem 10).(3rd-party)source
- Unlimited agents
- DixaNo. Priced per seat.
- KayakoKayako One flat fee implies unlimited agents, though not stated explicitly.(claimed)source
- Implementation fee
- DixaNot disclosed.
- KayakoWhite-glove onboarding included.
- Transparency
- DixaPartial. Base tiers public, add-ons in overage list, contracted rates via sales.
- KayakoLow. No plan prices listed publicly; directs to Talk to an Expert. The $1/resolution rate is the only public figure.
- Pricing last verified
- Dixa2026-06-02 (overage list effective Oct 15 2025).
- Kayako2026-06-02
Channels
Where each tool can talk to customers.
- DixaNative
- KayakoNative
- Live chat
- DixaNative
- KayakoNative
- Voice
- DixaNative (VoIP, browser-based).
- KayakoListed as a channel (native voice is contested).
- SMS
- DixaNative
- KayakoListed as a channel (native SMS is contested).
- Social
- DixaNative. Messenger, Instagram DM, Trustpilot.
- KayakoNative. X, Instagram, Facebook, TikTok, LinkedIn.(claimed)source
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- DixaNative VoIP. Browser-based, included all plans.
- KayakoVoice channel listed; native voice/IVR is contested (Twilio suggested as an alternative).
- Voice AI / transcription
- DixaYes. Auto-transcribed, searchable, feeds Auto QA. Paid add-on.
- KayakoNot disclosed
- Telephony billed separately
- DixaYes. Inbound EUR 0.02/min, outbound EUR 0.05–0.57/min, BYOC EUR 0.02/min.
- KayakoNot disclosed
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- DixaYes. Mim (built in-house 2023, OpenAI GPT) resolves end-to-end across chat, email, WhatsApp, Messenger, Instagram, SMS.
- KayakoYes. Kay triages, drafts, processes refunds, updates shipping, creates users, and closes cases.(claimed)source
- Copilot / Assist mode
- DixaYes. AI Co-Pilot: smart drafts, summaries, suggested tags/actions, translation, auto-tagging.
- KayakoYes. Response suggestions, sentiment coaching, auto-translation, duplicate detection, field autofill.(claimed)source
- Claimed automation rate
- DixaUp to 80% containment. Tink 59% email, Smartphonehoesjes 82% live chat.(claimed)source
- Kayako80%+ of repetitive tickets resolved within 90 days; 68% AI resolution rate.(claimed)source
- AI channel coverage
- DixaChat, email, WhatsApp, Messenger, Instagram DM, SMS. Voice AI preview Q3 2026.
- KayakoEmail, chat, voice, social (X, Facebook, Instagram, TikTok, LinkedIn, WhatsApp), SMS.(claimed)source
- Agentic actions (API) vs answer-only
- DixaActions via API. Refunds, cancellations, returns, address updates via Shopify/Magento.
- KayakoActions via API. Refunds, shipping updates, and user creation through external APIs.(claimed)source
- Knowledge sources
- DixaKB articles, website content, policy documents, customer-uploaded PDFs.
- KayakoKnowledge base, ticket history and resolution data, company docs, customer profile data.(claimed)source
- Underlying model
- DixaOpenAI GPT (version not named).
- KayakoNot disclosed
- Trains on past tickets
- DixaNot disclosed. Learns from KB, not explicitly historical tickets.
- KayakoYes. Continuous Learning trains on resolved tickets.(claimed)source
- Pre-deploy simulation / sandbox
- DixaNot disclosed.
- KayakoNo named simulation mode. No-code builder tests rules against historical data.
- Multilingual
- DixaYes. Dozens of languages. KB 30+ languages.
- KayakoYes. Multi-language with auto-translation.(claimed)source
- Runs on your existing helpdesk vs native-only
- DixaNative only.
- KayakoBoth. Kay can layer onto Zendesk, Freshdesk, Intercom, or Kayako's own helpdesk.(claimed)source
- AI pricing model
- DixaUsage-based add-on: per conversation (Mim), per agent/mo (Co-Pilot).
- KayakoPer resolved ticket (counts only when Kay solves without a human).
- AI unit price
- DixaMim EUR 0.60/conversation. Auto QA EUR 0.07/conversation.
- Kayako$1 per AI-resolved ticket.
- Copilot / Assist price
- DixaAI Co-Pilot EUR 47/agent/mo (overage rate).
- KayakoBundled into the platform.
How Open.cx compares
Open.cx runs on top of Dixa or Kayakoas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- DixaSOC 2 Type I (Q4 2023) and Type II (Feb 2024).
- KayakoAWS infrastructure holds SOC 1/2/3; Kayako does not claim its own SOC 2 certification.
- GDPR
- DixaYes. DPA, DPO, right-to-be-forgotten anonymization.
- KayakoGDPR referenced; certified under EU-US DPF, UK Extension, and Swiss-US DPF.
- HIPAA / PCI
- DixaNot disclosed.
- KayakoListed as an evaluation criterion, not a confirmed certification.
- SSO / SAML
- DixaPaid add-on (EUR 8/agent/mo). Included in Prime plan.
- KayakoSSO supported; SAML SSO via connectors; 2FA.
- Data residency
- DixaEU on AWS Ireland, backup in second EU location. No customer-selectable regions.
- KayakoNot disclosed (data may be stored in the EEA, US, or other countries).
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- DixaCount not disclosed. Categories: ecommerce, CRM, WFM, marketing, chatbot/AI, surveys, logistics.
- KayakoNo native marketplace; hundreds via Zapier (Integrately lists 554). Native connectors: Salesforce, Slack, Teams, WhatsApp, Shopify, Stripe, Jira, GitHub.
- Shopify depth
- DixaDeep native. Bidirectional: view orders, refunds, cancellations, shipping. Mim queries live data, multi-store.
- KayakoPre-built connector syncing order and customer data into the SingleView timeline; bi-directional.(claimed)source
- Open / public API
- DixaYes. Open API, docs at docs.dixa.io.
- KayakoYes. RESTful API plus webhooks (developer.kayako.com).
- Developer SDK / MCP
- DixaNot disclosed (API docs referenced, SDK not explicit).
- KayakoDev docs exist; no dedicated SDK package named.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- DixaYes. No-code Flow Builder / Automation Builder.
- KayakoYes. No-code builder: describe rules in natural language, AI drafts them, test on historical data, approval gates.(claimed)source
- Triggers / automations
- DixaYes. Trigger-based on live data (Shopify status). SLA breach triggers plus webhooks (Q1 2026).
- KayakoYes. Triggers/monitors with conditions, time-based, and AI-triggered (e.g. sentiment drop escalates).(claimed)source
- Routing
- DixaYes. Skills-based, VIP prioritization, overflow/failover, multi-brand. All plans.
- KayakoYes. AI triage auto-classifies and routes; custom SLAs per channel.(claimed)source
- Macros / canned responses
- DixaMacros listed as Ultimate and Prime feature.
- KayakoYes. Prewritten responses and macros.(claimed)source
- SLA management
- DixaYes. SLA monitoring. Breach automation plus webhooks (Q1 2026).
- KayakoYes. Custom SLAs per channel; performance across intents, channels, and regions.(claimed)source
Collaboration
How support teams work a queue together.
- Internal notes
- DixaNot disclosed (not explicitly described).
- KayakoYes. With @mentions.(claimed)source
- Side conversations
- DixaNot disclosed.
- KayakoNo named feature; collaboration with experts/vendors referenced.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- DixaYes. AI-powered KB, internal and external, 30+ languages.
- KayakoYes. Semantic search, freshness scoring, content gaps, multilingual.(claimed)source
- Help center
- DixaYes. Branded portal, AI search, custom domain. Up to 30% deflection claim.(claimed)source
- KayakoYes. Public help center in Kayako One.(claimed)source
- Community forum
- DixaNot offered
- KayakoNot offered
- AI answers from knowledge base
- DixaYes. Mim and Co-Pilot draw from KB. AI search surfaces articles.
- KayakoYes. AI drafts KB articles from resolved tickets; AI chat widget; 80%+ deflection claimed.(claimed)source
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- DixaYes. Real-time queue/agent/channel dashboards with drill-down.
- KayakoYes. Prebuilt dashboards (volume, handle time, FCR, CSAT/NPS, deflection, SLA).(claimed)source
- Custom reports
- DixaAdvanced Insights paid add-on (EUR 35/agent/mo).
- KayakoCustom-report builder not confirmed (legacy product had 100+ reports).
- Included in lowest tier
- DixaReal-time dashboards plus standard analytics in Growth. Advanced Insights add-on.
- KayakoPrebuilt reports in the Kayako One base.(claimed)source
- CSAT surveys
- DixaYes. CSAT and NPS (Growth feature). AI Satisfaction Insights (Q1 2026).
- KayakoYes. CSAT tracked (76%-90% in a case study).(claimed)source
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- DixaDedicated implementation (2-4 weeks), KB migration, integration setup, training, no-dev config.
- KayakoWhite-glove, expert-led onboarding included; phased 2-4 week implementation; 90-day AI Pilot with refund guarantee.(claimed)source
- Support channels
- DixaHelp Center, API docs, status page, release notes. Direct channel not specified.
- KayakoHelp center (support.kayako.com), Talk to an Expert, email; reviews note responsiveness gaps.(claimed)source
- Dedicated CSM
- DixaIncluded from day one (implementation, optimization, reviews). Threshold not disclosed.(claimed)source
- KayakoYes. CSM as a single point of contact (appears standard).(claimed)source
- Implementation partners
- DixaCo-sell partners: DigitalGenius, Ada AI. Woolman (Shopify Platinum).
- KayakoNo partner directory; ESW/Trilogy implies internal services only.
Frequently asked questions
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