The customer's platform is an app for sharing videos, posts and comments. Just like any other social media platform of this sort, the app has certain rules for content sharing and user conduct. For example, users are not allowed to share content that promotes illegal activities, content related to bodily harm, content containing scenes of violence or cruelty or advertisements for third party applications. If the wrong type of user content gets published on the platform, the customer will run the risk of being sanctioned and fined by supervisory authorities.
All content gets pre-moderated by AI, but human moderators then have to check the content that the AI can't assess. They analyse video content, images and text and decide whether or not it can be published or whether it should be blocked.
The customer was looking for a contractor that could moderate content in Russian and other CIS languages. ICL Services offered the best terms and conditions to provide this service.
All content gets pre-moderated by AI, but human moderators then have to check the content that the AI can't assess. They analyse video content, images and text and decide whether or not it can be published or whether it should be blocked.
The customer was looking for a contractor that could moderate content in Russian and other CIS languages. ICL Services offered the best terms and conditions to provide this service.
Key Challenges
- Ensure consistent and reliable content moderation
Implemented our solution
- At the initial stage, the customer organised training and practicum for 20 ICL Services staff members. The full-fledged content moderation service was launched in a month and a half, with shifts of up to 60 people who had been selected and trained in-house by ICL Services in two weeks.
- ICL Services staff are now moderating content in 24/7 mode. The content that is being moderated includes short videos, video streams, comments and images. If some content violates the rules of the platform, the moderators can block the content or the user and remove the video from public access.
The project's work flow looks like this:
- The moderators watch and assess content: every moderator assesses 2300 plus videos per 12-hour shift, depending on the project;
- QA officers selectively check on the moderators by checking whether or not they've correctly classified specific content;
- Supervisor do administrative work such as checking who turns up for the shift, ensuring discipline among the moderators, helping the moderators analyse their mistakes, tracking KPIs and generating hourly, daily, weekly and monthly reports for the customer;
- The coach trains new hires;
- The team leads for specific types of content organise the moderation processes, analyse problems that come up and discuss them with the customer.
- Upon agreement with the customer, ICL Services can increase the number of moderators within just a few weeks. The training time for new moderators has been reduced to one day while the practicum can last between 5 and 14 days.
Currently, over 180 moderators and managers are involved with the project and there are also new people being selected that can substitute for someone who gets sick or goes on vacation. - BUSINESS BENEFITS
ICL Services has a lot of experience in organising various support services so it can quickly select the right type of skilled staff, train and effectively manage a team.
The company's systematised knowledge base and well-oiled training process ensure that the staff the company hires can quickly achieve the target SLA while the equipment the company has access to allows it to quickly organise workspaces for teams numbering hundreds of people.
Since ICL Services has several offices in Russia in different time zones, including in Vladivostok, the company can provide the service in the “Follow the Sun” mode.
The broad range of services that ICL Services offers means it can not only moderate content but also carry out any necessary maintenance on customer platforms or make changes to artificial intelligence algorithms.
Results
- A team of moderators has been put together which moderates content in Russian and the other CIS languages in a 24/7 format. This means the customer can expand their audience while resting assured that no content that is banned by the platform rules or by law ever gets published.
- Each one of the 160 moderators assesses over 2300 videos per 12-hour shift.
- The SLA supersedes the agreed-upon 97%.