Case Study: DoorDash improves phone order efficiency with Replicant

DoorDash Improves the Customer and Merchant Experience With Replicant

DoorDash, the delivery platform with more than 450,000 merchants, needed a better way to handle erratic phone order traffic to restaurants. Its offshore call center model had become expensive as order volume grew, and the company wanted to reduce escalations while keeping customer and merchant experiences smooth.

DoorDash implemented Replicant’s voice AI, specifically its Thinking Machine, to automate eligible phone orders and scale outbound calling more efficiently. Within six weeks, Replicant increased from 0 to over 35,000 calls per day and achieved a 94% success rate, close to the 85% call center benchmark, while also delivering significant cost savings, lower cost per order, and a major reduction in escalations.

DoorDash

George McConnell

Global Operations Manager