DoorDash has introduced SafeChat+, an AI-driven feature designed to mitigate instances of verbal abuse and harassment within its platform.
The initiative aims to protect both customers and delivery drivers, fostering a communication environment that is respectful and secure.
When SafeChat+ detects potentially inappropriate interactions, it gives drivers the ability to cancel orders without any impact on their ratings.
The feature also ends any ongoing chat if inappropriate conversation arises after the delivery has been completed.
Customers experiencing inappropriate behavior from drivers can choose to reach out to DoorDash support for assistance.
DoorDash stated, “Our trust and safety team will investigate all incidents identified by the new tool and take appropriate actions to enforce our policies, which strictly prohibit any verbal abuse or harassment.”
Despite DoorDash’s high safety record, with “more than 99.9%” of deliveries reported as incident-free, the platform recognizes verbal abuse as the most common safety-related concern.
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SafeChat+ tackles this issue by scanning over 1,400 messages per minute, searching for signs of inappropriate communication.
The AI tool is capable of processing multiple languages, including English, French, Spanish, Portuguese, and Mandarin.
“DoorDash takes privacy extremely seriously and that’s why the new feature does not access any personal information and only looks at the content of the message to identify inappropriate, abusive or harassing language,” the company’s statement went on.
In December 2023, DoorDash partnered with ParTech, a subsidiary of PAR Technology, to integrate DoorDash with PAR’s Brink POS software and MENU Link, thereby improving the omnichannel ordering experience.
In the same month, the food delivery platform, along with Uber Eats, announced plans to cease pre-delivery tip requests, as reported by WSYX ABC 6.
The platforms intended to postpone tip prompts until after deliveries had been successfully completed, eliminating the need for customers to tip in order to receive faster service.
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