- Increased customer dissatisfaction
- In-game bullying and harassment
- High incidences of false positives and negatives
- Moderating a massive volume of user generated content
Overview
A leading gaming company struggled with moderating user-generated content (UGC), facing issues like excessive enforcement actions, increased user reports of bullying and harassment, and the inability to proactively identify policy violations. They partnered with Tech Mahindra to implement a content moderation strategy that streamlined processes, ensured adherence to guidelines, and provided expert trust and safety services through their center of excellence.More
A leading gaming company struggled with moderating user-generated content (UGC), facing issues like excessive enforcement actions, increased user reports of bullying and harassment, and the inability to proactively identify policy violations. They partnered with Tech Mahindra to implement a content moderation strategy that streamlined processes, ensured adherence to guidelines, and provided expert trust and safety services through their center of excellence. The approach achieved a 99% decision accuracy rate, improved efficiency, reduced false positives, and safeguarded employee well-being.
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Business Challenge
Strategy and Implementation
Policy Manager
To proactively identify policy gaps and recommend changes to adapt to emerging trends.
Trust and Safety CoE
A center of excellence to track ongoing trends, regulatory updates, and vertical-specific developments.
Gamified Training Sessions
Sessions gamified with sandbox environments helping moderators with knowledge transfer.
Ambiguous Scenarios
A repository created for grey area cases to document approaches for handling ambiguous scenarios
Flagged Content
All flagged content reviewed with actions consistently aligning with the company’s guidelines.
Process Knowledge Tests (PKTs)
Golden set activity was initiated with 3 questions in 5 mins daily PKTs.