Template-Type: ReDIF-Article 1.0
Author-Name: Alexandra Bianca Tîrnăcop
Author-Name-First: Alexandra Bianca
Author-Name-Last: Tîrnăcop
Author-Email: tirnacopalexandra21@stud.ase.ro
Author-Workplace-Name: Bucharest University of Economic Studies, Bucharest, Romania
Title: Turbocharged: automating quality analysis in trust & safety
Journal: CACTUS - The Tourism Journal for Research, Education, Culture and Soul
Abstract: Trust and Safety (T&S) is a key framework for online platforms, aiming to protect users from harm such as misinformation, harassment, and exploitation, while also supporting free expression. Although policies, AI tools, and cross-platform collaboration (e.g., GIFCT, StopNCII.org) enhance moderation, significant challenges remain. This study uses a demo dataset of 15 social media posts, reviewed by 9 moderators and checked by a single analyst. Each ticket has been reviewed by three raters to ensure agreement. The model achieved a precision, recall, and F1 score of 70.37%, with an overall accuracy of 64.44%. Automation improves efficiency but requires bias moderation, transparency, and human intervention to address challenging content. However, outsourcing and underinvestment in moderators raise ethical concerns, as human reviewers face psychological risks without adequate support. To address these issues, this paper proposes a decision matrix for use in both machine learning training and moderator and quality analyst training.
Keywords: artificial intelligence; key performance indicators; machine learning
Classification-JEL: M11, O22
Creation-Date: 2025
Year: 2025
Volume: 32
Issue: 1
File-URL: https://cactus-journal-of-tourism.ase.ro/wp-content/uploads/pdfs/vol7_no2_2025_art12_III-Tirnacop.pdf
File-Format: Application/pdf
Handle: RePEc:bum:cactus:cactus-2025-21