DiDi reinforces its entire security ecosystem: we tell you all the details

Last week DiDi announced the news of DiDi Safety in Mexico City, announcing the new security measures that will be implemented on the platform. These include improvements to the APP such as a panic button, sharing the trip with up to 5 people in real time, audio recording on your device once the trip has started. Some of these are not yet available in all South American countries, but the idea is to gradually extend the services to all users.

But the most outstanding milestone of this security presentation was the installation of security cameras in the cars with more trips, better scores, and which in a first stage will be carried out free of charge. These first security measures that DIDI will implement in the region (gradually) cover an investment of 500 million dollars.

Pablo Lamuraglia, DIDI Hispanoamerica Security Director, was in charge of presenting the details in Mexico City. A relevant fact of the above is that DIDI is the #1 APP in the world, in its category, with a presence in 9 countries, 141 cities with 6 services distributed among different parts of the globe.

Regarding the new services, Lamuraglia highlighted the emergency center with 24/7 staff willing to resolve possible contingenciesinnovation in the APP interface (which automatically detects the country where you are, and enables and disables functions as appropriate, in addition to the type of currency), artificial intelligence models, community security alliances, 360 security ecosystem , and the star of the day, the security cameras.

Edith Pavón, Senior Manager of corporate communication DIDI Hispanoamérica put on the shirt for women and together with “Ni Una Repartidora Menos” they presented in detail the concerns of women delivery drivers to strengthen safety on their journeys. Improving conditions in every way, the service is being perfected to prevent misfortunes from occurring, preventing events such as sexual harassment, femicides, assaults, scams, etc. Although it should be noted that it is a preventive act: Today 99.9% of the trips made through the platform end without any incident.

didi inside

During the security tour carried out last week in Mexico City, our special envoy, Roberto Llanos, visited the DiDi Headquarters: the offices of the Emergency Center. “It was a Call Center-type office, with strict security measures, to which calls and messages from DIDI and DIDI Food users and drivers enter,” he explained.

“Here we were able to verify how DIDI operates with its workers, where security and privacy measures are extreme. No one can enter with their cell phone, or storage devices. All for security reasons. They have a central that informs them if they have any problems of a family nature. They must leave their mobile devices in a locker, but this is fully available to the owners in case they need to use it”, he commented.

From within, we were able to observe that DiDi employs elderly and disabled people at its centers, offering an interesting job alternative for those who can perform a job as operators. “It is well known that when workers are exposed to complicated situations, it can cause trauma, therefore, the company provides psychological help in these cases, including if the matter is of a very serious nature, Go to a more qualified specialist to resolve the issue. The company also follows up on the most complicated cases for at least 72 hours to see how the affected person is doing.”added Llanos.

FayerWayer also had access to the Installation Center for DIDI security cameras in cars. On site, Francisco Oyola, DiDi Mexico Senior Security Manager, showed us and explained how these cameras are installed. The camera system goes with a panic button, a physical button, installed hidden behind the wheel. This allows incident notification, but also has audio recording and video recording. With this equipment, the alert time is optimized, since, through the APP, there is a longer warning time, which can be, in some cases, harmful and delays the reaction and action time.

Artificial intelligence

DiDi has developed more than 8 artificial intelligence models across the region, which operate 24/7 to reduce risks to a minimum. These models establish the risk level of a trip, depending on multiple variables such as time, zone, meeting point and destination, and travel history. Likewise, a profile analysis is carried out on all registered accounts.

DiDi’s Artificial Intelligence also allows 100% of the trips made within the platform to be monitored with AI models that operate 24 hours a day, seven days a week. Within the application there are also 20+ security features available to users at all times, such as driver, delivery, and passenger identity verification through official documentation and facial recognition; the “Share trip” option; “Emergency button”; real-time monitoring that detects stoppages and unusual deviations; and DiDi Support 24/7.

This is essential for DiDi, and for this reason the company has a solid Emergency Center.

DiDi Emergency Center

Every day, at the Emergency Center, a team of 150 people is dedicated to answering the calls that come in through the Emergency Button in the application, both from passengers, drivers and delivery people. Its main purpose is to accompany and guide them in difficult situations; as well as alert the police if necessary.

DiDi has an Emergency Center in Mexico and another in Costa Rica. The teams responsible for providing support to users are trained in processes that include more than 50 types of incidents. In addition, they are also trained to handle cases related to quality control.