Inside DoorDash's one-click simulation and evaluation platform for support chatbots
DoorDash built a one-click platform that replays historical support conversations through an LLM-driven customer simulator to evaluate their support chatbot at scale, tracking KPIs like escalation rate, resolution quality, and hallucination rate; the simulated escalation rate (46%) closely tracked real production traffic (44%), validating the approach as reliable test coverage before shipping changes.
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