Nobody likes feeling as though there’s someone looking over their shoulder, reading their messages. But traditional message moderation techniques leave app users feeling as though their privacy has been violated. But there is a solution and it comes in the form of machine learning-powered keyword alerts.
The Expectation of Privacy in Messaging Apps
When we send and receive instant messages and SMS texts alike, there is a certain expectation of privacy, even when it’s a business-related message running on a company-managed app on a company-owned device. Granted, our expectations of privacy are somewhat tempered when it comes to business communications. But most would agree that they’re left feeling rather uncomfortable by the idea of having a supervisor read through their messages. Even if you’ve done nothing wrong and you’ve kept everything perfectly professional, you may feel uneasy because it feels as though others suspect you of wrong-doing — even if it’s just a routine check to ensure compliance.
A business must achieve a difficult balance between maintaining a healthy, productive messaging platform with effective moderation and preserving a sense of privacy for the platform’s users. Enter: keyword alerts.
How Do Keyword Alerts Help Maintain Messaging App Privacy?
Keyword alerts are a great mechanism for maintaining privacy on a messaging app platform. This is achieved by using a keyword monitoring tool to review and flag messages that contain terms and phrases that have been added to a blacklist.
This offers far more user privacy than the traditional approach which involves having a human moderator “patrol” message threads and chats or review user-flagged content. This approach is intrusive and time-consuming. Manual moderator reviews are also highly inefficient. Proactively “patrolling” and even responding to user-flagged messages is simply a bad use of time; it’s time and effort that could be put toward more productive tasks.
More troublesome, though, is the fact that moderator reviews leave users feeling as though big brother is looking over their shoulder. It feels like a privacy violation, even if they’ve done nothing wrong. This harms morale and it creates a barrier between users and others within the company. This is the polar opposite of what you should be seeking to cultivate with a collaborative communication platform.
When you automate the keyword alerts system on your business messaging app, you eliminate the need for human moderator patrols. The only messages that a human needs to read are those that are flagged by the system. When you have a well-refined keyword alert tool, the only messages that enter a human moderator’s queue are those that are extremely likely to contain a violation. This reduces number of incidences where you have users who feel as though their messages were wrongly reviewed and moderated.
Integrating Machine Learning With Keyword Alerts
If you choose to augment your keyword monitoring tool with machine learning technology, you’ll see an even greater benefit. That’s because the platform will become “smarter” over time as it learns from moderator feedback.
Additionally, machine learning technology can be used to refine your keyword blacklist — the list of keyword terms and phrases that are used to trigger a human moderator’s review of the message in question. It can be difficult and time-consuming to come up with a complete list of potentially problematic keywords and key phrases due to the large number of variants. But if you use machine learning technology to suggest related phrases and variants, you can expand your list very effectively and with minimal human input. This will increase the efficacy of your keyword alerts, especially over time as the blacklist is refined and expanded.
SayHey Messenger® leverages machine learning for its keyword alerts and message moderation tools, empowering companies to preserve privacy while maintaining a handle on the messaging environment as a whole.
Streamlining Communications With a Business Messaging App
SayHey Messenger® is a unique and regulatory-compliant business instant messaging platform that solves many of the challenges that companies face when it comes to communication. The team at 7T developed SayHey Messenger® as a method for patching the holes in your company’s messaging situation.
The SayHey Messenger® app features:
- Data sovereignty for control and ownership of all messaging data;
- Fully compliant instant messaging for regulated businesses;
- Seamlessly integrates into existing company software platforms;
- Admin portal for moderation, auditing, and inclusivity;
- SayHey Spaces for company-wide broadcasts and team collaborations;
- Engaging, intuitive user interface for incredible adoption rates;
- Send compliant SMS messages to external users with full data retention; and
- Custom UI with your logo, colors and branding elements for a style that’s all yours.
SayHey Messenger® offers two deployments: a SayHey Messenger® Business deployment with a mobile app platform (for iOS and Android) and web app portal. There’s also SayHey Messenger® Enterprise deployments, which entail storing all messaging data in the client’s private cloud environment and the platform is fully integrated within the client’s existing software platforms, including mobile applications. This allows users to access their instant messages without leaving the screen, leading to greater productivity, higher user adoption rates and better efficiency.
Consider using SayHey Messenger® as your business messaging platform. And the best part? We can deploy this business messaging solution in a matter of days. Contact us today to learn more about SayHey Messenger®.