Case Study: How DoorDash scaled phone support with Replicant voice AI
Key results
The challenge
DoorDash handled phone-based food ordering and seasonal tax-related calls through offshore call centers, which drove up operational cost and produced missed revenue and escalations. Call volume spiked seasonally beyond what the existing setup could absorb. The company needed to match or outperform human agents on resolution, speed, and clarity.
The solution
DoorDash deployed Replicant AI voice agents for high-volume inbound ordering and outbound calling, engineered to communicate clearly through background noise and optimize retry strategies. The agents handled routine ordering end to end and escalated when needed. A separate campaign covered seasonal tax-related call surges.
“Replicant was able to meet or exceed our goals across all major metrics but more importantly, our partner restaurants preferred the AI solution.”
GMGeorge McConnellFormer Global Operations Manager, DoorDash
The results, in context
Replicant reached an 87% resolution rate while automating more than 350,000 calls per day, going from kickoff to launch in six weeks. During the tax-season campaign it handled nearly 800,000 calls in eight days and saved more than 2.5 million agent minutes. Hold times were reduced to zero.