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How Doordash uses Observe Ai

19,000

“Today, DoorDash operates with nearly 100% automated quality coverage across 19,000 agents”

As published on observe.ai. Captured by usedby on Oct 5, 2026.

What happened

DoorDash uses Observe.AI to automatically evaluate nearly all of its customer support conversations, replacing manual sampling-based QA. Sentiment, comprehension and behavioral signals help teams spot customer friction, coach agents and align with BPO partners.

Summary written by usedby from the source page, in English. The figures are those of Observe Ai and Doordash, not ours.

  • nearly 100%“DoorDash partnered with Observe.AI to automatically evaluate nearly 100% of interactions.”

DoorDash achieved nearly 100% automated quality coverage across 19,000 frontline teammates, creating consistent visibility across internal teams and BPO partners.

From the page. observe.ai, captured Oct 5, 2026

Being able to measure everything really allows you to have an increased control over what's happening in your support.

Joaquin Dufeu, Strategy & Operations, Doordash. Source, captured Oct 5, 2026

We knew manual QA wasn’t going to scale with our growth,” said Xenia Strunnikova, Head of Customer Experience, Fraud, Trust & Safety S&O at DoorDash. “If we truly wanted to understand our customer experience, we needed visibility into every interaction—not just a small subset. Achieving near 100% coverage was a game changer.

Xenia Strunnikova, Head of Customer Experience, Fraud, Trust & Safety S&O, Doordash. Source, captured Oct 5, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 19,000CheckedPrinted word for word on the page, near the name of Doordash.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Doordash.
  • Doordash uses Observe AiCheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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