Uber is introducing a new option to its safety toolkit, a section of Uber’s app where users can contact emergency services, report a safety issue to the company, verify rides with a one-of-a-kind PIN code, share trip status and more.
Uber is now partnering with security company ADT agent to let riders contact an ADT agent during trips. Uber is also extending its 911 text feature to more U.S. customers across all 50 states. The safety toolkit has been revamped as well to give users easier access to the tools.
With the new “Live Help” feature, users have access to a live safety agent from ADT via call or text. The agent helps riders with issues that aren’t considered an emergency but still make them feel unsafe. The ADT agent will work with the rider throughout the trip, staying on the phone with them to monitor the situation or call 911 if the situation escalates.
“We hope this new feature will give users additional peace of mind knowing that help is available right in the app for any safety situation,” Rebecca Payne, lead safety product manager, Uber, wrote in an official blog.
This new venture with ADT will ensure riders feel safe knowing that a third party is there when extra guidance or assistance is needed.
The company has expanded the ability to text 911, making the safety feature available to almost 60% of the United States, including New York City and all of California.
The feature is not available in Milwaukee due to local ordinance requirements. Initially, when the feature launched in 2019, it was only for riders in Los Angeles, Minnesota and Indiana. Riders can text information to emergency dispatchers, allowing users to request help quicker and more discreetly.