Consumer Services
Learn how DoorDash has improved customer and merchant experience with Replicant.
Partnering to drive results
DoorDash was using an expensive BPO to make outbound calls to restaurants. To combat rising costs and improve performance, they switched to Replicant.
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94%Success rate
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49%Reduction in AHT
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6Weeks to scale
The challenge
Unpredictable consumer demand
The food delivery business is subject to large fluctuations in demand. In order to be prepared for potential peaks in volume, many businesses overstaff call centers. This results in unused agent minutes when demand is low, and, consequently, increased agent turnover.
Solutions and results
Automating tedious and expensive outbound calls
Eliminating the need for an overseas BPO
Using expensive offshore agents to call restaurants and place orders on behalf of customers resulted in higher costs and poorer order placement rate.
More effective than human counterparts
Within six weeks, Replicant was 89% as effective as offshore agents. After three months, Replicant outperformed agents, escalating 14% fewer calls.
Navigating noisy and unique environments
Compared to offshore agents, Replicant has a lower hangup rate even in noisy and chaotic settings like a restaurant.
Merchants preferred speaking with the Thinking Machine since the kitchen is often noisy and the robot is clear.
George McConnell
Global Operations Manager
Global Operations Manager
