DoorDash Uses Observe.AI and AWS to Automate Quality Monitoring Across 19,000 Agents

DoorDash has collaborated with Observe.AI and Amazon Web Services to automate quality evaluations for its customer support operations, covering nearly all interactions across 19,000 agents according to a press release.

The initiative allows DoorDash to shift from manual quality auditing to automated conversational analysis. Supported by AWS transcription and AI infrastructure, Observe.AI’s platform delivers near complete coverage of customer interactions. This enables deeper insight into sentiment and behavior, faster issue detection, and more consistent coaching and quality management.

DoorDash reports that the automation helps surface customer experience issues in near real time, reducing the time needed to identify emerging product or service concerns. The company said its teams can now detect and address operational hotspots almost immediately rather than over several days.

The partnership will continue to evolve with plans to expand real time monitoring and refine AI-driven behavioral signals, supporting DoorDash’s broader strategy for scaling customer-focused AI capabilities across its operations.