United StatesTechnology and telecom2024 – ongoingDoorDash
Generative AI telephone support for Dashers
AWS reported DoorDash's AI assistant handled hundreds of thousands of Dasher support calls daily
Problem
Dashers needed quick telephone assistance while making deliveries. Most calls still reached live agents despite an existing self-service system.
Approach
DoorDash and AWS built a voice assistant using Claude on Amazon Bedrock and Amazon Connect. It retrieved information from DoorDash's public help center. Following testing in early 2024, DoorDash completed its rollout to all Dashers.
Results
Takeaway
The assistant answered routine questions, leaving more complex inquiries to live agents. Taking actions through DoorDash's logistics systems remained an expansion under development.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
AWS describes the assistant's development and deployment for Dasher telephone support. It reports hundreds of thousands of calls daily and response latency of 2.5 seconds or less.
Full details are in the original sources.