Securing the Digital Age: Strategies for a Safer Online World

Our World in Data states that at any given point, on any given day, 4.7 billion of the world’s 7.9 billion residents are online. In most countries, the number of internet users has doubled, along with mobile phone usage, making the web more accessible than ever before.  

With so many users—along with too many sophisticated bad actors—online at all times, tackling harmful activity at every interaction is essential to build stronger, safer digital communities. According to Screen & Reveal, an online attack takes place every 39 seconds; in the United States, over 1 in 10 users are harassed online daily; and in 2020, 1.4M Americans filed identity theft complaints. On the business side, the online ecosystem is just as dangerous. For example, industry data shows that losses from online payment fraud are expected to exceed $362 billion globally by 2028.  

And the emergence of AI only adds complexity, making the landscape increasingly challenging for companies. AI-generated content and deepfakes, including text, video, and audio, is being used in social engineering, to generate phony personas, egregious content, fake reviews, causing lasting reputational damage to brands. 

From individual efforts to institutional awareness and frontline content, safeguarding users requires an all-hands-on deck approach.  

So, what can users and companies do?  

Boost Digital Literacy  

The importance of digital literacy has become increasingly apparent. It is now the responsibility of platforms, communities, and institutions to design practices to educate every demographic of users. At the institutional level—schools, companies, regulatory agencies—there should be a focus on highlighting the importance of online safety. Understanding the online landscape (AI-generated images, misinformation, phishing, scammers, and the presence of online predators) is vital as bad actors find creative ways to continuously become more insidious. When companies develop and proactively share their policies front and center, they also create an informed and safer user base, as well as bolster consumer confidence.  

Stay Current with Technology  

Although digital literacy among users is a necessity, leveraging technology like AI can detect and remove hateful content swiftly and at scale before it gets to content moderators. Machine learning models can analyze online behavior patterns to identify potential threats and intervene in as close to real time as possible, which adds a layer of protection for content moderators.    

Leverage the Experts  

Many companies turn to CX specialists to provide content moderation services…Alorica alone, for example, processes 2 billion pieces of content for our clients annually. When it comes to Trust & Safety, Alorica isn’t just a vendor—we’re partners, and as frontline respondents with access to a significant amount of data, we are in the unique position to collaborate with businesses to help create policies and best practices. Cultivating safe online communities at every interaction enhances the user experience, which in turn, elevates brands.  

For Alorica, this means taking a 360° approach to Trust & Safety with Safety by Design being at the forefront of all our processes and practices:  

• Successful delivery: Protecting every experience across channels, and those on the frontlines with a comprehensive approach begins with recruitment and training. It also includes a robust health and wellness program, as well as ongoing education at all levels of our organization, from leadership to frontline agents.  

• Digital-first focus: At Alorica, our delivery starts at the discovery stage, where we analyze the business need to understand the correct approach, whether that be digital support only or the addition of humans in the loop. We are constantly working to enhance and improve processes with our digital solutions that reduce touches and increase decision accuracy. 

• Staying relevant: Trust & Safety is a dynamic practice that changes routinely, from compliance that conforms with regional regulations to understanding cultural nuances that ensure effective content moderation.  

• Strategic partnerships: By working with reputable technology leaders, we’re able to keep ahead of the curve, built on a solid foundation of security, compliance and expertise. 

• Sharing best practices: It’s critical to joining a global Trust & Safety dialogue and learn from others on how to best use emerging technologies like AI safely.  

With 60% of the world’s population online—the ecosystem has become increasingly perilous for users. Fighting off online harm to build a resilient digital ecosystem for consumers requires a multifaceted approach. To protect customers and brands 24/7, and in the long run, companies need to work closely with expert CX providers who offer Trust & Safety services—such as content moderation—along with innovative digital solutions.