Processes more than two billion transactions annually, representing over £40 billion in payments
Created more than 680 AI agents two months after adopting Gemini Enterprise
Enables payment authorization speeds 60% faster than the industry average
Saves sales teams seven hours per week per user through AI-driven tools
Reduces processing times for complex cases by 70% with Chargeback Agent
Dojo becomes AI native and supports payments industry requirements for speed, scalability, and reliability with Google Cloud.
Dojo becomes AI native and supports payments industry requirements for speed, scalability, and reliability with Google Cloud.
Reinventing payments in a high-stakes industry
Dojo is a UK-based payments provider that specializes in fast, secure in-person and online card processing for businesses. The company’s journey is rooted in a desire to break free from the limitations of legacy systems. “At Dojo, our mission is to reinvent payments to drive the growth of the in-person economy,” says Robert Howes, Chief Technology Officer at Dojo.
For Dojo, speed, reliability, and scalability are not just business differentiators. “In the payments industry, those things are table stakes,” says Howes. “If you’re having delays at a busy coffee shop in the morning, it’s not just a technical issue—it’s a lost customer, it’s a frustrated merchant.” To support these requirements, Dojo needed an infrastructure capable of handling massive transaction volumes, unpredictable spikes in demand, and strict requirements for consistency and uptime. As Dojo scaled, it also faced increasing complexity in data management, customer operations, and internal workflows.
Dojo knew it needed a platform that could evolve with the business, support advanced analytics, and unlock the transformative potential of artificial intelligence. “Dojo is going through a metamorphosis at the moment, especially with respect to AI and how it’s transforming our organization,” Howes says. “We want to move beyond basic AI literacy and become an AI-native business.”
We started by asking, ‘how do we give our customers features, service, and capabilities at the pace they deserve?’ We felt the way to do that was to take full control of the entire acquiring payments stack, in a purely cloud-native way. This is where Google Cloud came in.
Robert Howes
Chief Technology Officer, Dojo
Enabling fast, seamless transactions
and becoming an AI-native business
Rather than incrementally improving outdated systems, Dojo built a fully cloud-native payments platform from the ground up on the Google Cloud. “We started by asking, ‘how do we give our customers features, service, and capabilities at the pace they deserve?,’” says Howes. “We felt the way to do that was to take full control of the entire acquiring payments stack, in a purely cloud-native way. This is where Google Cloud came in.”
At the core of Dojo’s platform is Google Kubernetes Engine (GKE), which powers thousands of workloads across the business, from transaction processing to internal tools. This containerized architecture enables rapid scaling, allowing the platform to handle spikes in demand without compromising performance. The Dojo transaction processing system also relies on Spanner, which delivers strongly consistent, globally distributed transactions at scale and enables Dojo to process payments with exceptional speed and reliability. For analytics, Dojo uses BigQuery to aggregate millions of transactions and enrich them with external data sources, and Looker to provide internal teams and customers with real-time insights.
While cloud-native architecture gave Dojo the agility it needed, the company recognized that the next frontier was AI. Dojo adopted Gemini Enterprise across the organization, using it as an agentic platform to deploy AI-powered tools at scale. Within just two months of rollout, employees had created more than 680 AI agents, transforming workflows across customer operations, sales, marketing, and talent acquisition.
One of the most impactful solutions is the Ask Operations Triage Agent, designed for customer service teams. Built using Gemini Enterprise, the agent integrates fragmented knowledge bases and automates communication workflows. It can interpret incoming queries, ask clarifying questions, and guide agents toward the correct resolution. In sales, the Enterprise Sales Daily Agent acts as a virtual executive assistant. It pulls data from calendars, CRM systems, emails, and external sources to prepare daily briefings, generate action plans, and optimize customer interactions.
Other Gemini-powered agents include marketing tools that generate tailored messaging for specific customer segments, improving both efficiency and conversion rates, and recruitment agents that standardize job postings while ensuring consistency with brand guidelines.
For more complex, custom use cases, Dojo leverages Gemini Enterprise Agent Platform to build multimodal agents capable of handling unstructured data and intricate workflows. One example is the document parsing agent used in onboarding and compliance processes. This agent classifies documents, verifies their legitimacy, and extracts key information, eliminating the need for manual data entry. Another example is the Chargeback Agent, which analyzes dispute resolution emails and transaction records, constructs structured responses, and generates reports in the required format for card networks. Additional agents further enhance operational efficiency by surfacing relevant information in real time during customer interactions.
At the same time, internal Dojo programs like the AI Trailblazers and AI Champions, which give both those in early careers and employees the ability to create and test AI solutions, continue to drive innovation from within. These groups were enabled through Google Skills self-paced and instructor-led training and the Google Cloud account team.
Supporting industry “table stakes” and
keeping the focus on higher-value work
By running on Google Cloud, Dojo can fully support the payments industry table stakes of scalability, speed, and reliability. The company’s platform now processes more than two billion transactions annually, representing over £40 billion in payments. Despite this scale, Dojo has maintained exceptional performance. “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,” Howes says.
AI-driven tools have delivered equally compelling results. Sales teams using the Enterprise Sales Agent save over seven hours per week per user and can focus more of their time on engaging with prospects, while the Chargeback Agent alone has reduced processing times for complex cases by 70%, freeing up resources and improving customer satisfaction. Additionally, the document parsing agent is helping to reduce onboarding times from hours to minutes, and the talent acquisition job advertising agent is saving talent acquisition employees one hour per week each.
Perhaps most importantly, these innovations are enabling Dojo’s employees to focus on higher-value work. Routine tasks are increasingly automated, allowing teams to concentrate on strategy, creativity, and customer relationships.
Dojo’s ongoing transformation will include new Google Cloud capabilities and tools like Model Armor, which will help monitor and safeguard the behavior of AI agents, and Apigee, which can orchestrate and manage large-scale interactions between AI systems. Dojo is also evaluating advanced code generation tools and expanding its use of Gemini Enterprise into customer-facing experiences. “What we have with Google Cloud is a genuine partnership, including support, collaboration, and thought leadership,” says Howes. “There’s a genuine mutual alignment and a commitment to shared success between us.”
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
Dojo is the number one payments provider in the United Kingdom, offering next-day payouts, integrated EPOS, and mobile hardware (Dojo Go/Pocket) with 4G/Wi-Fi.
Industry: Financial Services
Location: United Kingdom
Products: Gemini Enterprise, Google Kubernetes Engine (GKE), Spanner, BigQuery, Looker, Gemini Enterprise Agent Platform, Google Skills
