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DoorDash’s new AI-powered ‘SafeChat+’ tool automatically detects verbal abuse | TechCrunch

Mar 12, 2024 - techcrunch.com
DoorDash is introducing an AI-powered feature, SafeChat+, to curb offensive language and inappropriate interactions between customers and delivery personnel. The feature will review in-app conversations, identify harassment, and provide options to report the incident or cancel the order without affecting the delivery person's ratings. If the AI detects offensive language, DoorDash will send a warning to the user. The AI can analyze over 1,400 messages per minute in multiple languages, and all incidents recognized by the AI will be investigated by team members.

SafeChat+ is an upgrade from SafeChat, where chats were manually screened for verbal abuse. DoorDash believes this new feature could significantly reduce the number of safety incidents on their platform, which already boasts a 99.99% safety-related incident-free delivery rate. The company also offers SafeDash, an in-app toolkit that connects delivery personnel with ADT agents for emergency assistance.

Key takeaways:

  • DoorDash has introduced a new AI-powered feature called “SafeChat+” to detect and reduce offensive language and inappropriate interactions between customers and delivery people.
  • The AI technology reviews in-app conversations and provides options to report incidents, contact support, or cancel orders without impacting ratings for delivery people.
  • The AI system can analyze over 1,400 messages a minute in dozens of languages and all incidents recognized by the AI will be investigated by team members.
  • DoorDash also offers "SafeDash," an in-app toolkit that connects delivery people with ADT agents who can share location and other information with 911 services in emergencies.
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