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A simulation and evaluation flywheel to develop LLM chatbots at scale

In DoorDash Support, we need useful automations to give our customers and Dashers easy access to quick and complete issue resolutions. 

Previously, we hand-built detailed decision trees — workflows — that allowed users to navigate through selecting options or writing free text that was then mapped to available branches.

Beyond Single Agents: How DoorDash is building a collaborative AI ecosystem 

Knowledge at DoorDash is vast and distributed, spread across experimentation platforms, metrics hubs, dashboards, wikis, and the institutional wisdom embedded in team chats.