Anirudh Iyengar Profile picture
Oct 14 11 tweets 2 min read Read on X
Customer Service Rule for all new and existing social media sites: Artificial Intelligence and bots should NOT be used in social media moderation.

#QuoraDevjanBhagwagraha #Quora #Reddit Image
Reddit is transparent compared to Quora since they openly give out revelations whether decisions are made by bots or humans. Either way, automating social media moderation is not a good idea for any social media firm.

It leads to low-quality customer service.
The story goes this way: Trump comes to power in the USA and cracks down on immigration. Hence, social media firms who no longer have access to low-pay, high-yield immigrant workers resort to AI moderation, since they find the local Western workforce too expensive.
After all, Trump supports innovation in the field of artificial intelligence in the USA.

He coined the slogan "Build Baby, Build" to exhort Americans to develop AI software.

So, social media platforms thought that it was a good idea to use AI in social media content moderation.
Automating the task of content moderation carries the human cost of erroneous penalties imposed on innocent social media users in the absence of proper human employees, which, in turn, affects the brand image of the platform negatively, and makes the customers leave the platform.
When a user is penalized and removed from the platform, he/she loses more than just a social media account. The user loses contact with like-minded people with whom he/she spent days, months and years in discussion with.

Some of these folks even become his/her friends.
As a person who is going through the experience of losing his friends, I can tell you what it is like to lose friends. Losing your friends, especially your best ones, can rip your mind, tear your heart and break your soul - forever.

In fact, it is even capable of killing people.
That's why the issue should be fixed IMMEDIATELY in any social media platform, whether it is Facebook, X, Quora or Reddit.

There should be more place for manual moderation in all social media platforms and with centres across the world (which can be acquired through outsourcing)
AI should be used only to flag content and notify a local content moderator.

The decision to penalize or not to penalize should ALWAYS belong to a HUMAN.

Extreme penalties such as permanent bans should be phased out keeping human interest factors (such as friendships) in mind.
If you have been reading this thread this much far, please, please, PLEASE think of a hashtag for me to campaign against the use of Artificial Intelligence in social media content moderation.

I will include this hashtag with #QuoraDevjanBhagwagraha.

Love y'all,
Anirudh Iyengar.
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