This week, the freshest partnership between DoorDash, customer experience platform Observe.AI, and Amazon Web Services, more commonly known as AWS, was highlighted.
The impact has been notable, transforming DoorDash’s customer support operations through almost 100 percent automated interaction evaluations across almost 20,000 agents, driving real-time hotspot detection, deeper sentiment visibility, and stronger quality consistency at scale.
In a world where complaints about customer support are rampant, this team-up is a significant milestone in the overall AI strategy, positioning seamless customer experience at the forefront of AI adoption and operational innovation in the most responsible ways.
Observe.AI resolves these issues by using AI agents for the customer experience. It is an AI-powered conversation intelligence platform for contact centers. It utilizes speech recognition and natural language processing to transcribe and evaluate 100 percent of customer interactions. It automates quality assurance, flags compliance risks, and provides agents with real-time assistance and coaching.
Meanwhile, Amazon Web Services is Amazon’s comprehensive cloud computing platform, providing on-demand access to virtual servers, data storage, networking, and AI, operating on a pay-as-you-go model.
Solutions for issues
Xenia Strunnikova – the Head of Customer Experience, Fraud, Trust & Safety S&O at DoorDash – told RSF, “AI is incredibly important to DoorDash, especially in customer experience. 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.”
This partnership solves the issue of traditional manual QA processes based on limited sampling and binary scoring becoming real-slow as delivery apps like DoorDash expand globally. Thus, there is a need for a more scalable and diagnostic approach that would pass through compliance while answering and addressing the customers’ pain points.
Under this milestone partnership with Observe.AI, powered in part by AWS, DoorDash was able to construct a conversational intelligence platform capable of evaluating almost 100 percent of customer interactions, not manually, but automatically.
With this automation, DoorDash was able to shift human quality teams away from manual scoring and toward higher-value analysis, enabling them to identify subjective issues, understand behavioral drivers, and ensure customer safety and fairness.
Observe.AI’s role
And the role of Observe.AI then? With its features, such as conversational intelligence signals – including sentiment, comprehension metrics, and behavioral indicators – DoorDash can infer satisfaction even when customers do not explicitly provide feedback.
With these, detecting issues is easier. Product friction points, such as DashPass concerns or new feature launches, that usually take days or weeks to materialize, surface in real-time.
“Listening to customers at scale is hard,” stated Joaquin Dufeu, Director of Strategy & Operations for Customer Experience & Integrity, or CXI, with DoorDash. “With nearly 100 percent 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.”
For Observe.AI, they are “helping power a customer-first AI transformation” with AWS.
“This was never about deploying a tool,” stated Deepak Kumar, Observe.AI Chief Customer Officer (CCO). "It was about building a platform alongside DoorDash that enables automation, diagnostic insight, and real-time intelligence at enterprise scale.”
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