Contributing to the security of a major tech corporation's digital realm.
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In an effort to enhance the agility and flexibility of their content moderation operations for the Japanese and Korean languages, a leading digital platform client has partnered with a provider to deliver a specialized solution.
The client's focus is on delivering content moderation services that can adapt to the specific needs of these languages, which are known for their complexities and cultural nuances. The provider has been working diligently to deliver a content moderation team for the Japanese language, with operations managed in two delivery centers.
A flexible, scalable, and culturally aware moderation system has been created to address the challenges of moderating Japanese and Korean content in a global platform environment. This system employs a range of best practices, including:
- Use language-agnostic moderation technology that can process content in multiple languages and dialects without relying on traditional translation. This enables real-time moderation across diverse languages, enhancing speed and consistency.
- Customize moderation rules for each language and culture. AI moderation parameters are tailored per language to address specific harmful content patterns and cultural nuances prevalent in Japanese and Korean contexts.
- Incorporate semantic understanding combined with contextual signals. Semantic filters analyze the meaning of messages but are layered with contextual information such as user history, conversation type, or channel to correctly interpret ambiguous phrases.
- Leverage local linguistic and cultural expertise. Native-speaking moderators or language experts are engaged to ensure moderation guidelines respect cultural sensitivities and language subtleties.
- Implement a robust localization and update process. Multilingual content moderation assets are maintained and updated consistently to keep up with changes in base language content.
- Support seamless switching between languages. For platforms where users mix languages, moderation agents or systems can switch languages mid-conversation without losing context or effectiveness.
- Regularly monitor and adapt to language evolution. Languages and slang evolve quickly. Continuous monitoring and fine-tuning of moderation rules ensure they keep up with new expressions, euphemisms, or code words in Japanese and Korean online communities.
- Optimize system performance with caching and asynchronous processing. To maintain user experience, caching for common phrases and asynchronous processing where possible are used, balancing real-time needs with computational cost.
The collaboration between the client and provider began over 8 years ago with a flexible placement solution in Japan. Since then, the provider has demonstrated a flexible, added-value approach and matured the programme to outsourcing. The client's Trust & Safety requirements encompass multiple global languages for all types of User-Generated Content (UGC).
The provider now manages the operations in two delivery centers for the client, with a unique wellbeing approach implemented to support and protect content moderators from stressors induced by disturbing content. The end-to-end solution includes recruitment, on-boarding, training, and evergreen performance improvement for the content moderation teams.
Despite intense competition for content moderation team delivery, especially against highly mature outsourcing companies, this partnership has proven to be a success. The client's goal is to maintain high standards of Trust & Safety for their digital platforms, especially for the Japanese and Korean languages.
- To further bolster their Trust & Safety standards, the client might consider outsourcing their cybersecurity recruitment to ensure the content moderation teams are equipped with the latest technology and security measures.
- In the pursuit of maintaining flexibility and scalability, the client could consider partnering with a provider for technology-driven outsourcing solutions in other departments, such as recruitment and cybersecurity, in addition to content moderation.
