DoorDash, the popular food delivery service, has introduced a new AI-powered feature called SafeChat+ to detect and prevent verbal abuse or harassment on its platform. The feature aims to enhance user safety and improve the overall experience for everyone involved.
The new feature, which is now live and monitoring over 1,400 messages per minute, aims to address the most common safety incidents on the platform. SafeChat+ utilizes advanced AI algorithms to analyze the content of messages exchanged between consumers and Dashers, identifying inappropriate, abusive, or harassing language across dozens of languages, including English, French, Spanish, Portuguese, and Mandarin.
When SafeChat+ detects an inappropriate or abusive conversation, Dashers are given the option to cancel the order without affecting their ratings. If the order has already been completed, the feature automatically terminates any further communication to prevent the situation from escalating. Customers who experience verbal abuse or harassment from a Dasher during a delivery can report the incident to DoorDash's support team via chat or phone for assistance.
DoorDash's Trust & Safety team will investigate all incidents flagged by SafeChat+ and take appropriate actions to enforce the company's policies, which strictly prohibit any form of verbal abuse or harassment. The company emphasizes that privacy is a top priority, and the new feature does not access any personal user information, focusing solely on the content of the messages to identify inappropriate communications.
In the past year, DoorDash has launched several safety features, including Real-Time Safety Alerts, SafeDash™ Check-In, Location Sharing, Porch Light Reminders, and quicker in-app safety reporting. With the addition of SafeChat+, DoorDash continues its efforts to create a safer environment for its users.