Case Study: DoorDash scales support and automates 350,000+ calls per day with Replicant

DoorDash automates 350,000+ calls per day with Replicant

DoorDash, a leading local commerce platform, faced the challenge of scaling its high-volume outbound calling operations for food orders and tax verifications without incurring the high costs of hiring additional seasonal agents or using offshore call centers. The vendor Replicant provided its AI-powered voice agents to automate these calls, aiming to improve efficiency and resolution rates while managing erratic demand.

By implementing Replicant's AI solution, DoorDash automated over 350,000 calls per day with an 87% resolution rate. The AI agents clearly communicated through kitchen noise and optimized call retries, which reduced order failures and improved merchant satisfaction. For the tax campaign, Replicant handled nearly 800,000 calls in eight days, saving millions of agent minutes. This allowed DoorDash to scale support instantly, lower operational costs, and deliver a faster, more satisfactory experience for its merchants and Dashers.

DoorDash