As the development of AI advances daily, there are increasing concerns about its safe and responsible use, as well as the protection of user data and privacy. In that light, DoorDash and Nijta develop AI-based systems to protect users from abuse and maintain voice privacy.
Doordash, a food delivery company in the United States, looks to combat verbal abuse between their customers and delivery workers with a new feature that's powered by AI. And the idea is for the feature to detect offensive language, and certain actions can be taken afterwards.
With deliveries, there are often situations when either the customer or the delivery worker can be "disrespectful," depending on the circumstances or just some poor interpersonal relationship ethics. Then, you would find abusive words come in at some point. It happens, and we see it every day. And oftentimes, this affects the ratings of the workers in some manner. With AI, Doordash hopes to minimise adverse results from such situations.
Safechat+, the new feature DoorDash is rolling out, essentially reviews conversations within the app between customers and Dashers (the delivery workers)—with AI technology this time. Previously, it was just manual screens done by DoorDash's safety team and is an upgrade from SafeChat with a more sophisticated system.
SafeChat scans and analyses hundreds of messages and works with many languages, including English, Portuguese, Spanish, and Mandarin. And then the safety team looks into events reported by the AI.
When the AI detects incidents of verbal abuse, it warns the abuser. If the customer is being abused, SafeChat+ will give them the option to contact the support team. And if it's the Dasher that's being abused, they can quickly cancel the order, unassigning themselves, and it wouldn't affect their ratings.
“We know that verbal abuse or harassment represents the largest type of safety incident on our platform. We believe that introducing this feature could meaningfully reduce the overall number of incidents on our platform even further,” DoorDash says.
And now, DoorDash claims that virtually all of the deliveries completed on their platforms are without safety-related incidents.
Yet another instance where AI is a boon to the community as it can greatly improve outcomes by augmenting it in already existing systems or platforms, such as protecting users.
Speaking of protection, interestingly, our voices tell a lot more about us than we think, and not many would think that simple recordings can turn into something harmful.
Apparently, our voices can be used to identify us and reveal important information about us. As a matter of fact, it can be used to hack bank accounts, as it was experimentally done with Elevenlabs voice-cloning AI. And here's where Nijta comes in with protection.
Nijta, a France-based company, provides speech anonymization AI technology that can help remove identity and personal information from voice. Nijta, also a Hindi word meaning "privacy," aims to preserve privacy with generative AI concerning voices.
A few areas where Nijta can come in handy are in call centres, particularly regarding health information, emergency call handling with AI, protecting children with language learning, and providing watermarks in content creation.
The possibilities of AI use expand daily and continue to appear endless. DashDoor and Nijta are leveraging AI technology to provide safe and protected services to users across platforms and services, exhibiting AI as a boon to society in certain areas.
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It's amazing to see how AI is stepping in to make our online interactions safer and our privacy more secure. With DoorDash's SafeChat+ and Nijta's voice anonymization tech, we can feel more protected and confident while using these platforms. It's a great example of how technology can truly improve our daily lives!
Very fascinating, truly. Day by day, we are learning about how different people are coming up with innovative ideas and solutions, and it's all inspiring to see—to me, at least.
These are such novel innovations from doordash and nitja.
Safechat will go a long way in ensuring respectful and clean conversations between customers and staff. The future with AI is really exciting
Indeed, man. It would be cool to see such implementations in our local applications and services here. The future sure is an exciting place to be.
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