Ensuring User Communication Standards with Atento: A Case Study with a Global Entertainment Leader
In the age of digital interaction and user-generated content, maintaining communication standards is paramount for brands to protect end-user wellness and brand reputation. This becomes even more significant when we talk about international family entertainment and media enterprises. We present a case study of our collaboration with a global leader in the entertainment industry, demonstrating how Atento, with its powerful tools, ensured effective content moderation across the client's interactive web and social media channels.
The Client
Our client is a top global leader in the entertainment and media industry with a diversified portfolio. They operate in various business segments, each having highly interactive web and social media channels for user-generated content. Given the sensitivity of their audience and the importance of maintaining a safe and positive environment, the client has defined specific policies for user communication standards.
Challenges and Objectives
The primary challenge was to moderate user-generated content to determine if a particular post or communication was permissible under the client's policies. Given the vast amount of content generated across multiple platforms including Facebook, YouTube, and Instagram, the task was not just to filter out inappropriate content but also to ensure the process was efficient and scalable.
The Atento Solution
Atento provided a content moderation solution powered by AI guidelines. This facilitated the identification of potentially inappropriate content. The automated process handled 97% of the possibilities, and a team of highly skilled moderators analyzed the remaining content. The same principle guidelines were used to guide the punishment processes under the client's policies.
Understanding the sensitive nature of the services, Atento ensured proper psychological assistance for the moderators, wellness programs, and continuous technical programs to support all staff involved.
Results
The implementation of Atento's solution led to a highly effective content moderation process. By triggering suspicious User Generated Content (USG), our tool was able to automatically process 97% of all captured USG, with the remaining 3% being handled by a skilled team of moderators.
Conclusion
Atento's approach to content moderation showcases how technology and human expertise can work in harmony to maintain high standards of user communication. Our client's journey highlights the importance of effective content moderation in protecting end-user wellness and maintaining brand reputation.
If you're facing similar challenges in your business and want to learn how Atento can help you maintain user communication standards, schedule a free call with us. We're here to help you create a safe and positive environment for your users.
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