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DoorDash hopes to reduce verbally scurrilous and out or keeping interactions between consumer and delivery people with its newAI - powered featurethat automatically detects unsavory language .
Dubbed “ SafeChat+ , ” DoorDash is leveraging AI engineering to retrospect in - app conversations and determine if a customer or Dasher is being harass . Depending on the scenario , there will be an choice to cover the incident and either touch DoorDash ’s support team if you ’re a customer or promptly cancel the order if you ’re a delivery person . If a equipment driver is on the receiving end of the ill-usage , they can cancel a delivery without impacting their ratings . DoorDash will also send the substance abuser a word of advice to refrain from using incompatible language .
The company says the AI analyzes more than 1,400 content a hour and handle “ lashings ” of speech communication , include English , French , Spanish , Portuguese and Mandarin . Team fellow member will enquire all incident recognize by the AI .
The feature is an upgrade fromSafeChat , where DoorDash ’s Trust & Safety team manually screen chats for verbal revilement . The company tell TechCrunch that SafeChat+ is “ the same construct [ as SafeChat ] but indorse by even better , even more sophisticated engineering . It can understand elusive nuances and threat that do n’t match any specific keywords . ”
“ We be intimate that verbal abuse or harassment represent the orotund type of safety incident on our platform . We believe that enter this feature could meaningfully slenderize the overall number of incidents on our platform even further , ” DoorDash adds .
DoorDash claims that more than 99.99 % of delivery on its platforms are complete without guard - associate incident .
The platform also has “ SafeDash , ” an in - app toolkit that plug in Dashers with ADT agents who can share the location and other information with 911 services in an emergency .
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DoorDash add together young safety tools for its delivery people , including ‘ driving insight ’
