The challenge
Our client is one of the largest travel sites in the world and wanted to ensure that customers were following their Terms of Service within the review section of the website. The initial algorithm would pull any User Generated Content (UGC). There were many TOS violations including: mentioning employee names, pricing, and vulgarity.
Our solution
Our annotators annotated the UGC in order to have the machine recognize what fell within the TOS and what was outside of that.
The results
TTEC has reviewed over 6 million UGC posts to better understand what the machine would pull and whether or not those snippets followed the TOS. We created a dictionary of words and phrases that are now tagged in red so the reviewer can be sure to take action.
