DoorDash: agentic AI for a global marketplace

Context

DoorDash resolves millions of support interactions across consumers, Dashers, and merchants. That means agentic AI at true scale, across chat and voice. On the CX & Integrity team, I started with the hardest slice of that stack and am now taking it global across the whole brand family: DoorDash, Wolt, and Deliveroo.

Highlights

• Built a 0→1 AI co-pilot augmenting support agents on the platform's most complex support cases, cutting case handle time 8% while lifting communication quality 10%. Quality was the guardrail metric, the number that wasn't allowed to slip; instead it improved. A multimillion-dollar cost saving that also improved retention, within 6 months of project start. Roughly 20,000 support agents use the co-pilot daily, and its outputs have reached 10M+ consumers.
• For scale: that six months of impact was more than 3x what the same part of the org had delivered across the entire prior year, in one of the most mature corners of the business, where efficiency gains are hardest to find and changes elsewhere were making the numbers harder, not easier.
• Leading chatbot internationalization: taking the chatbot from North America to every global market, and building AI zero-to-one for DoorDash's integrated international brands, Wolt and Deliveroo.
• Scaling voice and chat AI to consumers as the next generation of support.

Skills in play