DoorDash introduces new AI tool to tackle in-app verbal abuse

  • DoorDash introduces “SafeChat+,” an AI-powered tool aimed at curbing verbal abuse in customer-delivery personnel interactions.
  • The new AI solution, “SafeChat+,” scans in-app chats to identify instances of harassment, covering multiple languages and processing over 1,400 messages per minute.
  • With a commitment to enhancing safety, DoorDash asserts that over 99.99% of deliveries on its platform occur without any safety-related incidents.

OUR TAKE
DoorDash introduces “SafeChat+,” an AI-powered tool aimed at curbing verbal abuse in customer-delivery personnel interactions. The implementation of AI technology in apps offers benefits, including enhanced user safety and security. Additionally, AI can streamline processes, and improve user experiences, ultimately leading to higher levels of user satisfaction and engagement. However, companies still need human verification to ensure accuracy and fairness based on AI’s results.
–Sylvia Shen, BTW Reporter

DoorDash, a food delivery and takeout application, has launched its new AI-powered tool “SafeChat+,” which automatically recognises harsh language, with the intention of reducing verbally abusive and improper interactions between customers and delivery personnel.

DoorDash unveils advanced AI tool

DoorDash is using artificial intelligence (AI) to analyse in-app chats and identify instances where a client or Dasher is being harassed. This feature is called “SafeChat+.”

According to the company, the AI can cover “dozens” of languages, including English, French, Spanish, Portuguese, and Mandarin, and it can process over 1,400 messages each minute. All issues identified by the AI will be looked upon by team members.

The functionality is an upgrade above SafeChat, where verbal abuse is manually screened out of discussions by DoorDash’s Trust & Safety team.

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Doordash’s commitment to combat verbal abuse

According to TechCrunch, the company stated SafeChat+ is “the same concept as SafeChat but backed by even better, even more sophisticated technology. It can understand subtle nuances and threats that don’t match any specific keywords.

“We know that verbal abuse or harassment represents the largest type of safety incident on our platform. We believe that introducing this feature could meaningfully reduce the overall number of incidents on our platform even further.”

DoorDash asserts that over 99.99% of deliveries on its platform are conducted without any safety-related incidents.

Sylvia-Shen

Sylvia Shen

Sylvia Shen, an intern reporter at BTW media dedicated in Fintech and Blockchain. She graduated from University of California, Davis. Send tips to s.shen@btw.media.

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