DoorDash is committed to creating a safer, more respectful environment for both consumers and delivery people with their latest AI-powered feature, SafeChat+.
“Doordash is taking a stand against verbal abuse and inappropriate interactions between customers and Dashers, and we believe our new technology can make a significant impact.”
Dara Khosrowshahi, DoorDash CEO
SafeChat+ utilizes advanced AI technology to analyze in-app conversations and identify offensive language. Based on the situation, users will have the option to report the incident and receive immediate support from DoorDash’s team or cancel the order altogether.
For delivery people subjected to abuse, the cancellation will not affect their ratings. Additionally, DoorDash will issue a warning to the user who used inappropriate language.
This feature supports dozens of languages, including English, French, Spanish, Portuguese, and Mandarin, and can analyze over 1,400 messages per minute. The company states that all incidents flagged by the AI will be thoroughly investigated by their team.
SafeChat+ is an upgrade from the previous SafeChat, where DoorDash’s Trust & Safety team manually monitored chats for abusive language. According to the company, SafeChat+ utilizes even more sophisticated technology that can detect subtle nuances and threats not identified by specific keywords.
“On our platform, verbal abuse and harassment are the most common safety concerns. We believe that by implementing this feature, we can significantly reduce the number of incidents that occur on our platform,” states DoorDash.
DoorDash also claims that 99.99% of deliveries on their platform are completed without any safety-related incidents. Additionally, they have introduced the in-app toolkit SafeDash, which connects delivery people with ADT agents in case of an emergency. These agents can share the user’s location and other critical information with 911 services.
