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Global Dating App Scaled Moderation without Additional Developer Resources

This platform transformed casual dating but faced challenges in user validation. See how ActiveOS helped streamline their moderation.

Redefining Modern Dating Experiences
At a Glance Just as personal relationships are built on trust, so too are the relationships between users and dating platforms. These applications are expected to make the journey to finding love safe and secure. A dating app with over 10 million global users, had previously invested in internal tooling to manage their content moderation efforts.However, as their user base rapidly grew, what they had built in-house was no longer cutting it, and the process to improve it was more complex than they expected. Lacking the resources to maintain their tools, they turned to ActiveFence to scale their Trust & Safety operations, while keeping developer resources to a minimum and improving moderator efficiency.

The Challenge

A global dating application had spent a significant amount of time, energy, and developer resources building in-house Trust & Safety tools. However, as the company’s user base expanded, they found that managing these tools was more than they bargained for.

Their queue management system was clunky, the internal models were hard to update, and they relied on multiple external vendors, resulting in significant tech debt.

“We reached the point where my team was reviewing 10K new users each week. We just couldn’t keep up.”

Additionally, with no automations, their moderators were manually reviewing all user signups. With thousands of new users every day, this inefficient process meant they were unable to meet SLAs.

Reliant on limited developer resources, they sought a way to consolidate their operations into one place, while avoiding the high cost and extended hours spent on enhancing a tool that is outside of their core business needs. They also wanted to improve moderator efficiency, and reduce manual moderation.

Company Info

PROFILE
A dating app with over 10 million global users looking for casual encounters and relationships.
INDUSTRY
Dating

The Solution

ActiveFence was brought on to address the company’s various pain points in one dedicated solution.

Using ActiveOS, the team was able to decommission its clunky, in-house tool and shift its moderation activities to a dedicated Trust & Safety platform that requires no developer resources on their end. Using features like our Policy Control Center and Codeless Workflows enabled the team to create and update content policies and enforcement processes in an agile way, without relying on internal R&D teams.

90% reduced time spent on new-user reviews

Replacing their patchwork of internally-built and outsourced detection models with nine of ActiveScore’s contextual AI models in one API, enabled the team to stay ahead of violations like harassment, self harm, and hate speech. Constantly updated and improved with intel insights and moderator feedback, ActiveScore enabled them to catch nuanced, novel violations that they previously had little visibility of.

The team also used various efficiency features that enabled them to move from a fully manual moderation process to largely automated, improving SLAs. They implemented Codeless Workflows and Custom Queues to automate and improve enforcement actions.

For example, a risk score was automatically assigned to new users based on their username and other metrics, a workflow then determined that users with a risk score over 70 were automatically blocked, those under 30 were automatically approved, while those falling in the middle were pushed to dedicated, prioritized queues for human review. This combination of automation and dedicated queues reduced the time spent on new user signups by 90%.

The Impact

Using ActiveFence has allowed this dating app to safely scale while ensuring a positive experience for their users.

After an initial integration, the team was able to independently build and update policies, workflows, and reports, without relying on R&D resources. This resulted in a more agile, streamlined approach to content moderation.

Moreover, by using a combination of ActiveOS automations and customized queues, they increased automated actions and streamlined manual moderation, improving efficiency by 90%.

Finally, ActiveScore’s single integration allowed them to reduce the number of vendors they worked with, further improving team agility.

"It's got the automation features that we really wanted, which has been amazing for the team"

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