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.