Discover 3 key automations to optimize your moderation efforts Read 3 Essential Automations for Smarter Moderation
Manage and orchestrate the entire Trust & Safety operation in one place - no coding required.
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Mimic the bad actors - to stop them.
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Stop online toxic & malicious activity in real time to keep your video streams and users safe from harm.
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From privacy risks, to credential theft and malware, the cyber threats to users are continuously evolving.
Your guide on what to build and buy
Udemy, a global leader in online learning, needed a scalable solution to maintain course quality. Learn how they use ActiveFence to manage content and build user trust.
Udemy's marketplace of 210,000 courses includes the Udemy Business platform, which makes over 27,000 courses in 16 languages available to millions of learners across the world. Since its inception, Udemy’s Director of Curation, Jasmin Tokatlian and her team of three curation managers, had the responsibility of handling all content moderation for the Udemy Business platform. Due to their limited tooling and resources, the team was unable to proactively assess course quality, and spent most of their time responding to client escalations and handling items on a case-by-case basis.
This approach quickly became infeasible to manage and unscalable. With a growing customer base of over 16,000 global organizations, Tokatlian needed to find a way to proactively ensure that the courses offered met her clients’ expectations for quality and appropriateness.
“We needed a much more sophisticated and rigorous content moderation philosophy. We could either build this in-house, or find somebody else who knew what they were doing.”
To support Udemy’s increased scale while ensuring a positive learner experience, Tokatlian looked for a partner who could support the team as it scaled, both in detecting harmful content, but also in training the team on Trust & Safety practices. Tokatlian reached out to ActiveFence for its automated detection capabilities, range of content moderation tools, and vast experience in the Trust & Safety space.
“The technology was far more sophisticated than we had seen with other companies.
After a short integration and calibration period, ActiveFence implemented its automated detection capabilities to scan course transcripts and material to assess their appropriateness for work environments and ensure they meet professional standards.
“To be more efficient, we started scanning transcripts of our courses at a massive scale, that human beings just cannot do. ActiveFence really saved the day because not only does it have the technology, but the technology has the ability to learn and grow with us.”
Aligning to Udemy’s specific business needs was crucial to ensure the project’s success. This included a calibration process to align and tweak the models to Udemy’s specific metrics to assess content quality, predict learning experience, and minimize profanity and inappropriate content.
“The core of learning is feedback, growth, and improvement. Those values are inherent in our workplace, so it's really special to find a partner who can also embody those values and work with us in the same way. It's been great.”
Since implementation, ActiveFence and Udemy continue to tweak and update these models with feedback loops. This has enabled the Udemy team to look into the content at a very granular level, and surface anything that could potentially be problematic before a customer could see it and experience friction.
The partnership with ActiveFence has a profound impact on Udemy's ability to maintain high standards of content quality and appropriateness, leading to improved customer satisfaction and trust.
“We really wanted to focus on the content and the learners, and we trusted that ActiveFence would take care of the rest. It's far better to partner with someone who has the technology already and knows what they're doing versus reinventing the wheel in-house.”
By leveraging ActiveFence’s automated content moderation, Udemy have been able to apply a more proactive, scalable approach to moderation, simultaneously improving user satisfaction and efficiency.
By opting to partner with ActiveFence rather than build their own, the team has been able to focus on its learners and core business needs, instead of responding to content escalations.
Jasmin Tokatlian
Director of Curation
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