AI Chat Platform
DoorDash | 2024
DoorDash levarage LLM to solve long tail support complex issues. As a design lead, I drove chat platformatization initiative that directly supported 10 chat surface enhancements. Led design vision for 0-1 AI (LLM) chatbot to solve complex customer inquiries that directly reduced support cost.
Company:
DoorDash
Role:
Design lead
Year:
2023 - 2024
Challenge
As a DoorDash customer, it is frustrating that I am unable to receive automated support for my issues and have to spend 10+ minutes chatting with a live agent to get my problem solved.
Objective
Hypothesis: reduce support cost by leveraging LLM to better understand customers and provide a resolution faster.
Results
MVP reduced 0.15% consumer support inbound cost
