LINE TAXI: Maximizing User Privacy with 100% Identity Protection
Technology Category
- Infrastructure as a Service (IaaS) - Backup & Recovery
- Networks & Connectivity - 5G
Applicable Industries
- Automotive
- Transportation
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Chatbots
- Transportation Simulation
Services
- System Integration
About The Customer
LINE TAXI is a ride-hailing service that aims to use technology to improve the transportation process. The company provides a taxi service through the LINE app, connecting online and offline lifestyles and providing users with smart and convenient lifestyle approaches. This includes providing comfortable cars and efficient high-quality car dispatch. The company aims to streamline the process of booking a ride and boost engagement between drivers and passengers, while also ensuring the privacy and security of user data.
The Challenge
LINE TAXI, a ride-hailing service, was facing two major challenges. Firstly, delays due to traffic jams and road construction were leading to diminishing trust between drivers and passengers. Riders felt let down as they weren't informed of delays to their journey. Secondly, as LINE TAXI grew in popularity, data privacy became a significant concern. The company wanted to streamline the process of booking a ride and boost engagement between drivers and passengers, but the increasing concern over data privacy was a significant hurdle. The company needed a solution that would not only reignite trust but also increase data privacy.
The Solution
To address these challenges, LINE TAXI partnered with Infobip to develop a customer experience strategy that improved overall user engagement. The solution included two key features: Number Masking and Infobip SMS solutions for One-Time Pin (OTP) codes. Number Masking involved replacing a user’s real number with a virtual one during rider-to-driver calls, ensuring their caller ID remains hidden and protected. This provided advanced data protection, better user privacy, and improved rider-to-driver engagement. The OTP codes provided an additional channel to directly communicate with users. After deploying these solutions, passengers could engage with drivers in real-time without revealing any personal data. All users, including drivers, could provide their feedback in surveys aimed at improving customer experience and boosting customer loyalty.
Operational Impact
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