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DoorDash, Observe.AI, and AWS Partner to Scale Customer-Centric AI Across 19,000 Agents

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Nearly 100% automated quality coverage enables real-time insight, behavioral analysis, and faster action to improve customer experience

REDWOOD CITY, Calif., July 14, 2026 /PRNewswire/ — Observe.AI today shared the impact of its collaboration with DoorDash and Amazon Web Services (AWS), which has transformed DoorDash’s customer support operations through nearly 100% automated interaction evaluations across 19,000 agents—driving real-time hotspot detection, deeper sentiment visibility, and stronger quality consistency at scale.

The collaboration marks a significant milestone in DoorDash’s broader AI strategy—positioning customer experience at the forefront of responsible AI adoption and operational innovation.

Moving From Checkbox QA to Customer Insight

As DoorDash expanded globally, traditional manual QA processes—based on limited sampling and binary scoring—could no longer keep pace. The company sought a more scalable, diagnostic approach that would move beyond compliance and uncover the true behavioral drivers behind customer pain points.

Through a partnership with Observe.AI, powered in part by AWS transcription and AI model infrastructure, DoorDash built a conversational intelligence platform capable of evaluating nearly 100% of customer interactions automatically.

“AI is incredibly important to DoorDash, especially in customer experience,” said Xenia Strunnikova, Head of Customer Experience, Fraud, Trust & Safety S&O at DoorDash. “We didn’t want automation for its own sake. We wanted to better understand what drives customer sentiment, move beyond binary scoring, and put the customer at the center of our decisions. This partnership enabled us to do that at scale.”

Automation allowed DoorDash to shift human quality teams away from manual scoring and toward higher-value analysis—identifying subjective issues, understanding behavioral drivers, and ensuring customer safety and fairness.

From Days to Near Real-Time Hotspot Detection

Observe.AI’s conversational intelligence signals, including sentiment, comprehension metrics, and behavioral indicators, enable DoorDash to infer satisfaction even when customers do not explicitly provide feedback.

These signals have significantly accelerated issue detection. Emerging product friction points, such as DashPass concerns or new feature launches, that previously took days or weeks to uncover can now be surfaced in near real time.

“Listening to customers at scale is hard,” said Joaquin Dufeu, Director of Strategy & Operations for Customer Experience & Integrity (CXI) with DoorDash. “With nearly 100% coverage, we can proactively identify hotspots we might never have seen before. What used to take days now happens almost immediately. That changes how we operate—and how quickly we can improve the experience.”

This shift supports DoorDash’s long-term ambition to move toward real-time operational response, enabling faster product iteration and more proactive customer care.

Strengthening Responsible AI Adoption

The initiative also reinforces DoorDash’s commitment to responsible AI implementation. Rather than replacing human judgment, automation augments teams with objective signals and comprehensive visibility—creating more consistent coaching, clearer partner alignment, and stronger accountability across BPO relationships.

A Platform Built Through Iterative Partnership

The companies describe the effort as co-creation—building and refining signals together in iterative cycles to ensure the platform reflects DoorDash’s operational realities and customer priorities.

“This was never about deploying a tool,” said Deepak Kumar, Observe.AI Chief Customer Officer (CCO). “It was about building a platform alongside DoorDash that enables automation, diagnostic insight, and real-time intelligence at enterprise scale. Together with AWS, we’re helping power a customer-first AI transformation.”

Investing in the Customer Experience

At its core, the initiative is focused on one outcome: doing better for customers.

With full interaction coverage, richer behavioral analysis, and faster insight turnaround, DoorDash can better understand its customers, keep them safe, and drive meaningful operational change—advancing its broader AI roadmap while maintaining trust and empathy at the center of the experience.

The companies will continue to iterate on signals, expand real-time capabilities, and deepen their collaboration as part of DoorDash’s ongoing AI investment strategy.

You can read the full story on the Observe.AI website.

About Observe.AI

Observe.AI is the leading contact center intelligence platform trusted by global enterprises to transform customer engagement. Using advanced AI and real-time conversation intelligence, Observe.AI helps organizations improve customer satisfaction, enhance agent performance, and achieve operational excellence across mission-critical contact center operations.

About DoorDash

DoorDash is a leading global platform for local commerce, connecting consumers with restaurants, grocery stores, convenience stores, and retailers. Founded in 2013, DoorDash helps local businesses grow and enables fast, reliable delivery across markets worldwide.

Media Contact:
John McMullan
john.mcmullan@observe.ai

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SOURCE Observe.AI

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Media join forces to shape shared narrative

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Alliance: Mutual learning among civilizations promoted

KUNMING, China, July 15, 2026 /PRNewswire/ — A report from China Daily Asia Pacific:

Dinh Thuy Dung, a bilingual Vietnamese broadcaster, owes her career to the influence of Chinese culture. The young woman, who hails from a small Vietnamese village, said she learned Chinese because of a pop song.

“It was the first time I felt the charm of the Chinese language, and it sparked my desire to learn Chinese,” she said on Tuesday while addressing the audience at the South and Southeast Asian Media Network Annual Meeting 2026 in Kunming, the capital of Yunnan province.

“After choosing to learn Chinese, I was able to participate in exchange programs and travel. … I became a Vietnamese-Chinese bilingual broadcaster.”

At work, Dung found a purpose larger than herself. “I could introduce Vietnam’s culture, landscape and people to Chinese audiences,” she said. “At the same time, I could bring China’s culture and stories back to my Vietnamese friends.”

Her career embodies the very cooperation that media professionals from across South and Southeast Asia have gathered at the Kunming meeting to advance.

Representatives of more than 170 media outlets, news organizations and think tanks from the region attended the annual meeting of the network that was launched in 2024.

The network was initiated by the Yunnan International Communication Center for South and Southeast Asia and China Daily Asia Pacific.

Zeng Yan, head of the publicity department of the Yunnan Provincial Committee of the Communist Party of China, said that amid accelerating global changes and rising uncertainties, China remains committed to building a community with a shared future for humanity and contributing Chinese wisdom and solutions to address global challenges and advance a more just and reasonable international order.

She highlighted the Global Development Initiative, the Global Security Initiative, the Global Civilization Initiative and the Global Governance Initiative proposed by President Xi Jinping, saying that they provide guidance for responding to global challenges and promoting international cooperation.

Zeng noted that over the past three years, the regional media network had expanded its membership, improved its mechanisms, established a liaison office, released annual work plans and promoted practical cooperation.

She said that Yunnan is closely connected with South and Southeast Asian countries by geography, people-to-people ties and shared cultural links, creating many stories worth telling and sharing.

She called for cooperation in artificial intelligence-assisted news production, multilingual intelligent translation, cross-platform distribution, short-video production and data journalism, so that authentic, diverse and warm regional content could be produced more efficiently and have more precise reach and broader dissemination.

Over 20 pacts signed

More than 20 cooperation agreements were signed during the annual meeting, covering joint production, tourism promotion, academic exchanges and youth programs, with the aim of creating flagship projects with regional identity and international influence.

At the meeting, Zhu Baoxia, deputy publisher of China Daily, underscored the alliance’s growth and ambition.

“It has built an important platform for exchanges and cooperation that promotes regional connectivity and mutual learning among civilizations,” Zhu said.

She highlighted China Daily’s long-standing mission to “bridge China and the world”, citing that the “Run with History” series, launched in 2019, has been held in historical cities including Bagan in Myanmar, Ayutthaya in Thailand and Luang Prabang in Laos, attracting more than 13,000 participants.

“Using sports as a bond and culture as a vehicle, we have built a down-to-earth and warm platform for people-to-people friendly exchanges,” Zhu said.

She added that guided by the Belt and Road Initiative and China’s four global initiatives, connectivity, trade ties and shared interests between China and South and Southeast Asian countries have continued to deepen, creating a path of open, inclusive and mutually beneficial development.

She called on the network members to strengthen cooperation and contribute to regional prosperity.

Htin Linn Aung, Myanmar’s information minister, said at the meeting that while technology connects people, it also amplifies shared regional threats.

“Common challenges such as climate change, economic instability, public health hazards and transnational security issues can no longer be addressed by a single country alone,” he said.

He emphasized the media’s responsibility in the digital age.

“The spread of misinformation and disinformation has the potential to create misunderstandings and undermine trust among nations,” he warned.

He called on the media to play a role beyond simply reporting news.

“The media can also serve as the diplomats who strengthen friendship among nations, as the bridges that connect diverse cultures and as the partners that promote mutual understanding among the peoples,” he said.

View original content to download multimedia:https://www.prnewswire.com/news-releases/media-join-forces-to-shape-shared-narrative-302826433.html

SOURCE China Daily Asia Pacific

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The Expo Group Appoints Chris Cavanaugh as President, Corporate to Accelerate Experiential Marketing Platform Growth

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New leadership signals The Expo Group’s commitment to reinventing how corporate brands connect, compete, and win 

DALLAS, July 15, 2026 /PRNewswire/ — The Expo Group, Architects Connecting CommunitiesSM, announces the appointment of Chris Cavanaugh as President, Corporate. Cavanaugh is charged with shaping corporate growth strategy, demonstrating The Expo Group’s commitment to architecting events and leading the next evolution of experiential marketing through bold acquisitions, expanded capabilities, and relentless innovation.

The move comes as experiential marketing emerges as a business imperative. In an era of digital intelligence and increasing online noise, the brands that are poised to win are those that create authentic human connections at trade shows, corporate events, and in-person experiences.

“Chris is a rare combination of visionary and operator,” said Randy Pekowski, CEO of The Expo Group. “With 30 years building brands and scaling businesses across experiential marketing, exhibitions, and marketing services, he knows how to create enterprise value. More importantly, he knows where this industry is going. Chris’s expertise will position The Expo Group for its next phase of growth and expansion of our experiential marketing platform.”

Cavanaugh brings a perspective shaped by leading some of the most respected organizations in the industry. As CEO of The Imagine Group, a leading provider of creative, print, and digital solutions, he transformed the business for its next phase of growth. As CMO of Freeman, one of the world’s largest brand experience companies, he drove global brand strategy through significant expansion. Earlier, he held senior leadership roles at Jack Morton, one of the world’s premier experiential agencies. He also founded Jumpstart Consulting, advising private equity firms and executive teams on growth strategy and acquisitions.

“Audiences expect more, and brands that show up with richer, more relevant experiences earn their trust,” said Cavanaugh. “As digital technologies and data continue to transform how organizations engage audiences, the demand for authentic, in-person experiences continues to grow and deliver measurable business outcomes. The strongest experiential strategies combine data and insights with meaningful human connections, enhancing and personalizing the experience.”

In his new role, Cavanaugh will oversee corporate development, brand marketing, acquisition integration, and the company’s expansion strategy, growing The Expo Group’s experiential marketing platform, while shaping the client strategies that turn events and experiences into measurable business results.

To explore how experiential marketing can drive lasting business impact, contact Marketing@TheExpoGroup.com.

About The Expo Group

The Expo Group architects meaningful connections through the design and management of personalized, high-impact trade shows and events. By applying behavioral science and strategic insight, the company helps clients reimagine the event experience—delivering customized brand environments that drive engagement, valuable content, authentic connections, and measurable commerce. Headquartered in Dallas, The Expo Group operates additional offices in Chicago, Las Vegas, and Orlando. Learn more at www.theexpogroup.com.

Media Contact:
Lonnie Hackney
Director, Marketing
972.751.9137
418798@email4pr.com

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SOURCE The Expo Group

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Attain Technology Named to MSP Summit’s 2026 MSPs to Watch List

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Providence-based managed IT services provider recognized for operational excellence and growth potential using the same methodology as the industry benchmark MSP 501

PROVIDENCE, R.I., July 15, 2026 /PRNewswire/ — Attain Technology, a Providence, Rhode Island managed IT services provider, has been named to MSP Summit’s 2026 MSPs to Watch list. The recognition honors managed service providers that demonstrate world-class operational performance and strong growth potential.

MSP Summit, an Informa event and the organization behind the industry’s benchmark MSP 501, evaluated the MSPs to Watch list using the same rigorous methodology as the MSP 501. The assessment examined revenue mix quality, recurring revenue percentage, revenue per employee efficiency, and year-over-year growth. According to MSP Summit, many MSPs to Watch companies outperform larger MSP 501 organizations on the metrics that matter most, including recurring revenue, growth rate, operational efficiency, and service innovation.

The distinction reflects how well a managed service provider is built and run, not simply its size. For Attain Technology, it validates a deliberate focus on operational excellence and forward-thinking solutions for the small and mid-size businesses it serves across Rhode Island and Eastern Massachusetts, with specialization in the construction and manufacturing sectors.

“We’ve been very intentional about building a business that prioritizes operational excellence, meaningful client outcomes, and forward-thinking solutions, so it’s rewarding to see that effort reflected in this distinction,” said Robert “Bob” Paradise, CEO of Attain Technology.

Founded in 2008, Attain Technology delivers managed IT services, cybersecurity, and AI readiness consulting designed to help clients operate securely and grow with confidence. The firm’s recognition arrives as it continues to expand its AI consulting practice, helping regional businesses adopt practical, secure automation.

The full 2026 MSPs to Watch list is available on the official MSP Summit announcement. Businesses interested in learning more about Attain Technology’s managed services and AI readiness offerings can visit the company’s website or contact its Providence office directly.

About Attain Technology

Attain Technology is a managed IT services provider and AI consulting firm based at 275 Reservoir Ave, Providence, RI 02907. Founded in 2008, Attain serves small and mid-size businesses across Rhode Island and Eastern Massachusetts, with vertical specialization in construction and manufacturing. Learn more at www.attaintechnology.com.

Media Contact:
Matthew DePardo
Attain Technology
401-244-5200 x112
418882@email4pr.com
www.attaintechnology.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/attain-technology-named-to-msp-summits-2026-msps-to-watch-list-302826246.html

SOURCE Attain Technology Inc.

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