Among other security functions, they also highlighted that they have an option for trip monitoring, trusted contacts, an emergency button and 24/7 DiDi support.
How does DiDi use AI for security?
The platform has more than 20 security tools and four of them stand out for the use of AI to prevent incidents and all have names of Greek gods.
“Hercules” is one of them and analyzes characteristics of a trip, such as the use, status and history of accounts to see if it is a possibly dangerous trip. If so, the app will ask the passenger for identification to verify identity in case they have not gone through the previous verification levels.
“Clio” is similar, except that it is responsible for reviewing spatio-temporal variables, such as historical security data for the area and time, to also request user verification.
“Temis” is the AI tool that identifies through facial recognition if a passenger was previously blocked and, if so, will prevent them from requesting trips again. However, according to Lamuraglia, this information only works with the DiDi database and is not shared between other mobility platforms.
Finally, “Pitia” analyzes the trips requested by passengers to identify possible risks by place or time. If activated, the AI will assign a driver with higher references for greater peace of mind.
What happens with the DiDi complaints?
Within a WeWork located in Reforma, in Mexico City, DiDi has a specialized team dedicated to resolving the most urgent or sensitive reports made by both drivers and passengers. According to the platform, the team is made up of seven people who work 24 hours a day, seven days a week, and are responsible for resolving only the most sensitive cases.
When a report is made, it reaches a team that, after a leak, identifies whether it is a security or high-risk situation. If it is classified as high severity, it is channeled to the investigation team.
This team is in charge of analyzing and resolving the case. Although the platform did not share how many reports are received weekly, it mentioned that 99% of requests are resolved.