Roblox finds humans better than AI for moderation

Roblox has been using AI technology to moderate voice chat in its games for a year. This system has helped reduce bad behavior among players. However, Roblox leaders admit that human moderators can sometimes do a better job. Kiran Bhat, a senior technical director, explained that understanding voice chat is hard. Moderators need to know not just what players say, but how they say it. The tone and context also matter when deciding if something is offensive. Bhat mentioned that about 85% of toxic behavior can be identified using a list of 50 keywords. Hannes Heikinheimo, the voice safety lead, reported a significant drop in abuse reports since they started using the AI system. The number of reports per active hour of voice chat has been cut in half across 31 countries. Heikinheimo noted that machines offer consistency. Unlike humans, they do not get tired or have varying opinions. However, human moderators still excel in situations that require judgment and understanding. In complex cases where intent is unclear, people can make better decisions than machines. Heikinheimo emphasized that in rare cases with limited data, humans outperform AI. Other companies, like Activision, are also developing AI tools for voice moderation in online games. The success of these systems shows the potential of AI but highlights that it is not a complete solution. Humans still play an important role in maintaining a safe and respectful gaming environment.