DoorDash, the technology company connecting consumers with local businesses, has announced the introduction of SafeChat+, a state-of-the-art tool designed to enhance safety on its platform. Utilizing artificial intelligence (AI), this technology aims to detect and intercept instances of verbal abuse or harassment within in-app conversations.
In an effort to combat the prevalent issue of verbal abuse or harassment on their platform, DoorDash has activated the SafeChat+ feature across all in-app chats between consumers and dashers. According to a press release by DoorDash, this feature is capable of actively monitoring over 1,400 messages per minute for signs of inappropriate communication. The system supports multiple languages, including English, French, Spanish, Portuguese, and Mandarin, ensuring extensive coverage.
The press release further explains that with SafeChat+, if an inappropriate or abusive conversation is detected between a consumer and a dasher, dashers are prompted to promptly cancel the order without any negative impact on their ratings. In cases where the order is already completed, the feature automatically terminates any further communication to effectively de-escalate the situation. Furthermore, if a dasher resorts to inappropriate language during delivery, customers are encouraged to contact support via chat or phone to report the incident and receive immediate assistance.
Over the past year, DoorDash has introduced several new safety features such as enhanced safety reporting within the app, SafeDashTM Check-In, location sharing and real-time safety alerts. According to another press release by DoorDash, these programs aim at improving both customer and dasher safety.
Founded in 2013, DoorDash operates across more than 25 nations globally providing solutions that aid business expansion and customer engagement. As stated on its Overview webpage provided by DoorDash itself: "Primarily focusing on local commerce infrastructure," it assists merchants in adapting to a convenience-driven market while also serving as an employment source for job seekers and expanding consumers' access to community amenities.