DoorDash Launches AI-Driven ‘SafeChat+’ Tool for Automatic Detection of Verbal Abuse

DoorDash is tackling the issue of verbal abuse and inappropriate interactions between customers and delivery drivers with its innovative AI-driven feature, "SafeChat+." This technology is designed to automatically identify offensive language during in-app conversations, helping to ensure a safer experience for both parties.

With SafeChat+, DoorDash utilizes advanced AI capabilities to monitor chats in real time, analyzing more than 1,400 messages per minute across multiple languages, including English, French, Spanish, Portuguese, and Mandarin. If the AI detects harassment, users have the option to report the incident. Customers can contact DoorDash's support team, while delivery drivers can quickly cancel an order without it affecting their ratings. Additionally, drivers impacted by abusive language receive alerts to discourage further misconduct.

This enhanced feature builds on DoorDash's previous SafeChat functionality, where the Trust & Safety team manually screened conversations for inappropriate content. According to DoorDash, SafeChat+ offers significant advancements, boasting improved technology that can grasp context and subtle threats that go beyond mere keywords. "Verbal abuse and harassment are the most common safety incidents on our platform. We believe this feature will significantly help reduce these occurrences," DoorDash stated.

DoorDash reports that more than 99.99% of deliveries occur without any safety-related issues. Furthermore, the platform includes "SafeDash," an in-app safety toolkit that allows Dashers to connect with ADT agents, sharing their location and relevant details with emergency services if needed.

Through these initiatives, DoorDash is committed to enhancing the safety and security of its delivery personnel, ensuring a more respectful environment for all users.