# 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](https://www.observe.ai/customers/doordash-scales-customer-centric-ai-across-19-000-agents-with-nearly-100-automated-quality-coverage). Captured by usedby on 2026-10-05.

- Company: [Doordash](https://www.usedby.ai/companies/doordash.md)
- Tool: [Observe Ai](https://www.usedby.ai/tools/observe-ai.md)
- Industry: [Logistics & Supply Chain](https://www.usedby.ai/companies/industry/logistics-supply-chain.md)
- Teams: Customer Experience, Quality, Operations, Customer Support, Strategy & Operations

## What the story says

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.

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

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

> Being able to measure everything really allows you to have an increased control over what's happening in your support.
>
> Joaquin Dufeu, Strategy & Operations

> 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

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 19,000 is printed word for word on the page, near the name of Doordash.
- Checked: the passage quoted above is copied word for word from the page, near the name of Doordash.
- Checked: Doordash uses Observe Ai. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/doordash-observe-ai · How we check: https://www.usedby.ai/methodology