I recently came across an interesting article on the AWS website detailing how DoorDash is using generative AI, and I wanted to share some of the key highlights with you. The article, found at https://aws.amazon.com/solutions/case-studies/doordash-bedrock-case-study/, explains how DoorDash utilized Amazon's cloud service, Amazon Bedrock, to build a generative AI contact center solution. This solution aimed to improve the user experience for millions of delivery drivers (Dashers) globally.
Previously, supporting Dashers through phone support relied on human representatives, which could lead to slow response times and potentially lower quality answers. By implementing a generative AI system, DoorDash sought to address these issues.
Amazon Bedrock provided a foundation for the project by offering access to high-performing AI models from various leading AI companies. This allowed DoorDash to select the most suitable model, Anthropic's Claude, for their needs.
The collaboration between DoorDash, Amazon Web Services (AWS), and Anthropic resulted in a successful generative AI contact center solution. The new system reduced the development time for the AI application by 50% while maintaining a high standard for resolving issues and customer satisfaction.
