DoorDash Launches AI Chatbot for In-App Ordering

DoorDash has introduced a new in-app AI chatbot, "Ask DoorDash," designed to assist customers with restaurant and grocery orders through voice, text, or visual inputs [1]. The tool is currently available on Apple’s iOS in select markets, with plans to expand to more U.S. users and add restaurant reservation capabilities in the coming weeks [1].

Key takeaways

• The chatbot uses a combination of AI models from OpenAI, Anthropic, and Google, alongside open-source models to manage costs [1].
• Early company data claims that grocery baskets built with the tool are over 35% larger than typical orders [1].
• DoorDash reports that nearly half of all takeout orders placed via the chatbot were from restaurants the customer had never visited before [1].
• The company is exploring potential enterprise revenue streams by offering its AI technology to other retailers and restaurants [1].

Enhancing the Ordering Experience

The Ask DoorDash tool is accessible via an “Ask” button located in the app’s search bar [1]. When users interact with the chatbot, it provides responses accompanied by buttons that allow them to add items directly to their digital cart [1]. For grocery shopping, the tool is designed to check which pantry staples a user already possesses before suggesting additional ingredients [1]. Co-founder Andy Fang noted that the chatbot helps customers build grocery carts five times faster than the standard app interface [1].

DoorDash began researching chatbot technology as early as 2023 but delayed the release because previous AI models lacked the conversational capability required for a compelling user experience [1]. The company previously tested AI models through a standalone social app called Zesty, which was shut down in April as the features were migrated into the main DoorDash application [1].

Why it matters

The launch of Ask DoorDash reflects a broader industry trend of integrating natural language processing into delivery platforms to better anticipate user needs [1]. By leveraging data on order history, menu items, and stock levels, DoorDash aims to create a more seamless shopping experience that encourages users to try new restaurants [1].

Looking ahead, the company is navigating the balance between ad-free AI search and its existing advertising business, which relies on sponsored listings in traditional keyword searches [1]. Furthermore, DoorDash is positioning itself to compete with rivals like Instacart by potentially licensing its AI infrastructure to corporate partners, allowing restaurants and grocers to power their own branded agentic experiences [1].