AI
DoorDash, Observe.AI, and AWS Partner to Scale Customer-Centric AI Across 19,000 Agents
Observe.AI today shared the impact of its collaboration with DoorDash and Amazon Web Services (AWS), which has transformed DoorDash's customer support operations through nearly 100% automated interaction evaluations across 19,000 agents—driving real-time hotspot detection, deeper sentiment visibility, and stronger quality consistency at scale.
About this update from Doordash, Inc.
Nearly 100% automated quality coverage enables real-time insight, behavioral analysis, and faster action to improve customer experience REDWOOD CITY, Calif., July 14, 2026 /PRNewswire/ -- Observe.AI today shared the impact of its collaboration with DoorDash and Amazon Web Services (AWS), which has transformed DoorDash's customer support operations through nearly 100% automated interaction evaluations across 19,000 agents—driving real-time hotspot detection, deeper sentiment visibility, and stronger quality consistency at scale. The collaboration marks a significant milestone in DoorDash's broader AI strategy—positioning customer experience at the forefront of responsible AI adoption and operational innovation. Moving From Checkbox QA to Customer Insight As DoorDash expanded globally, traditional manual QA processes—based on limited sampling and binary scoring—could no longer keep pace. The company sought a more scalable, diagnostic approach that would move beyond compliance and uncover the true behavioral drivers behind customer pain points. Through a partnership with Observe.AI, powered in part by AWS transcription and AI model infrastructure, DoorDash built a conversational intelligence platform capable of evaluating nearly 100% of customer interactions automatically. "AI is incredibly important to DoorDash, especially in customer experience," said Xenia Strunnikova, Head of Customer Experience, Fraud, Trust & Safety S&O at DoorDash. "We didn't want automation for its own sake. We wanted to better understand what drives customer sentiment, move beyond binary scoring, and put the customer at the center of our decisions. This partnership enabled us to do that at scale." Automation allowed DoorDash to shift human quality teams away from manual scoring and toward higher-value analysis—identifying subjective issues, understanding behavioral drivers, and ensuring customer safety and fairness. From Days to Near Real-Time Hotspot Detection Observe.AI's conversational intelligence signals, including sentiment, comprehension metrics, and behavioral indicators, enable DoorDash to infer satisfaction even when customers do not explicitly provide feedback. These signals have significantly accelerated issue detection. Emerging product friction points, such as DashPass concerns or new feature launches, that previously took days or weeks to uncover can now be surfaced in near real time. "Listening to customers at scale is hard," said Joaquin Dufeu, Director of Strategy & Operations for Customer Experience & Integrity (CXI) with DoorDash. "With nearly 100% coverage, we can proactively identify hotspots we might never have seen before. What used to take days now happens almost immediately. That changes how we operate—and how quickly we can improve the experience."