DoorDash builds a generative AI voice self-service contact center with Amazon Bedrock and Anthropic's Claude
DoorDash handles hundreds of thousands of support calls per day from Consumers, Merchants, and Dashers, but most calls were still being redirected to live agents despite an existing IVR. Dashers' preference for phone support while driving made response latency a critical constraint, and the team needed a scalable self-service solution that could resolve common inquiries quickly without sacrificing quality.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Dasher calls support
Dashers call into support rather than chatting while on the road.
DoorDash completed rollout in early 2024 of a generative AI voice self-service solution—built in only 2 months—that now handles hundreds of thousands of Dasher support calls per day, driving large and material reductions in call volumes and reducing escalations to live agents by thousands per day. The prior IVR had already achieved a 49 percent reduction in agent transfers and $3M in YoY operational cost savings; the new Bedrock solution reduced AI development time by 50 percent and achieved a response latency of 2.5 seconds or less.