The made-in-India Guardian safety feature innovation is a world-first; uses real-time data to detect irregular trip activity
Ola, mobility platform and ride-hailing company, today announced that it will roll out its artificial intelligence-enabled safety feature, called ‘Guardian,’ in 17 markets across India and Australia. Ola’s Guardian is going live in 16 Indian cities, as well as Perth, Australia, following successful pilot runs across multiple cities in India and international markets. The Guardian feature uses real-time data from rides to automatically detect irregular trip activity, including prolonged stops and unexpected route deviations. The company said it aims to take Guardian to more cities in the coming quarter.
The Ola Guardian feature flags off alerts in real-time to the company’s dedicated 24x7 Safety Response Team, who immediately reach out to customers and drivers to confirm of their safety. The company also offers on-the-call assistance until ride completion. Customers can also alert police authorities and their loved ones in parallel, through the Emergency button on the app, it added. Ola Guardian is built on AI and machine learning capabilities on its platform, which enable it to continuously learn and evolve from millions of data points, to improve risk signalling and instant resolution.
Ola said it takes a holistic approach to building a secure platform and also conducts mandatory verification through stringent criminal records checks. This is in addition to mandatory online training for drivers that includes modules like customer service and etiquette, platform usage, partner support, defensive driving amongst others. To prevent driver impersonation, Ola has put in place a facial recognition system in place, which prompts on-duty drivers to upload a selfie and authenticate themselves multiple times in between rides. This feature is live across India and is also being piloted in various international markets, the company noted.
Arun Srinivas, Chief Sales and Marketing Officer, Ola, said the company is focused on developing innovations that place customer safety at the heart of platform experience. Guardian brings together the precision of AI with the assurance of human intervention, enabling a uniform and safe mobility experience across the markets Ola operates in, he added. Srinivas noted that the company’s safety initiatives such as Emergency Button, facial recognition system for driver authentication, and one-time-password (OTP) system, are innovations that have all been built in India and now lead the global benchmarks for the mobility industry. “We are committed to further innovating on key areas like safety, consumer and partner experience in our mission to build mobility for a billion people!”