The world is a scary place these days, with the ever-present fear of misinformation and fake news. As a result, content moderation has become one of the most important roles within organizations – it’s not just about removing bad content or harmful language from your website, but about ensuring that content is positively impacting users.
Can AI replace human content moderators?
Content moderation is a rather difficult job that requires a delicate mix of skill and intuition. While AI is good at spotting patterns in large amounts of data and performing general tasks like searching for specific keywords, it lacks the depth and nuance required for this type of work. Therefore, to answer for the often asked question: “Can AI replace human content moderators?”, the answer is no.
AI cannot replace human content moderators. AI is a more specific type of machine learning and as such has its limitations. In general, humans are better at spotting bias and skewed information than computers who need to be taught how to do so. In addition to this limitation, algorithms have not been thoroughly tested in mature online environments with real-world data yet so they have been found to produce false positives which confuse and mislead users and then further jeopardize the quality of their interactions with them (shown by a lack of trust).
Is AI reliable enough?
It has also been found that computer programs specifically designed to monitor and detect harmful and inappropriate content (such as hate speech and radicalization) don't work in certain cases when contextualizing the content. In these instances, human input is required. In one study, it was found that Facebook's AI for identifying hate speech was only 27% effective in English-speaking countries and less than 10% in India. Human input is also essential in many other circumstances such as in cases of privacy violations and the publishing of sensitive information. This includes information about a person's location, health information, actions taken in a sexual nature, and other types of sensitive personal data.
In terms of fraud, fraud detection algorithms used by social media platforms can be ineffective in certain situations. In a study from the University of Southern California it was found that fraud detection algorithms from major financial services firms missed 7 out of 10 cases of fraud. In another case, a university student reported hundreds of dollars' worth of fraudulent charges on his credit card after a loan application that he filled out on Facebook's site. Although algorithms are effective at spotting certain types of fraud, they are still limited. For example, an algorithm is only as good as the data it is fed and this makes it ineffective when used without human input. In addition to this, algorithms can be easily hacked and causing them to go off track.
Although AI is a useful tool in moderating online content there are limitations that make it a less effective replacement for human content moderators. These limitations include the inability to detect bias in certain areas, the possibility that the algorithms may mislead users, and that algorithms cannot always be correctly contextualized in certain cases. Therefore, human input is still essential in an AI-powered world.
Choose Kotwel for handling your content moderation
Our team are able to detect and remove all types of contents with immediate action. At Kotwel, we completely understand the requirements and boundaries of professional moderation services. We sure can help you increase your customer satisfaction with your clean and spam-free social media platform.