On a marketplace, trust is the product. Theirs was being manufactured: bots and paid actors flooded the site with fake reviews, planted ratings, stolen listing photos and content that should never have reached a shopper. The old filters missed it, and a human team could not keep pace.
A marketplace runs on the reviews and ratings customers leave. Theirs were under attack: coordinated actors and bots posted fake five-star reviews to prop up bad sellers, and fake one-star reviews to sink honest competitors. The signal buyers relied on was quietly turning to noise.
Harmful and deceptive content made it worse. Stolen photos of properties, offensive or infringing images, and phishing links dressed up as reviews reached the public before the basic filters caught them, pulling customers off the platform and putting the brand at risk every time. Vetting a new seller or host dragged on for days, throttling the growth the business was chasing. And the team could not keep up: the trust-and-safety group was pouring its budget into manually reviewing millions of transactions and comments, and still falling behind the growth of the site.
The old automated checks were no match for sophisticated manipulation. They caught the clumsy attempts and missed the coordinated ones, which are exactly the ones that do the damage.
An engine that reads the patterns humans cannot, with people on the calls that matter.
We wired in an engine that weighs thousands of signals at once, the network and device fingerprint, the wording, the pace of posting, the reviewer's history, and flags a fake review or abnormal item in a fraction of a second.
High-confidence fakes and harmful content are filtered and removed automatically, roughly 90% of the volume, before a shopper ever sees them. The obvious abuse no longer waits in a human queue.
Complex items and suspicious sellers are routed to a trained review team for a final call, so a borderline decision is made by a human, not guessed by a model under pressure.
Every human ruling is captured into a clean, verified dataset, and we use it to retrain the engine so it recognises new fraud patterns on its own the next time they appear.
Offensive and infringing content is screened before publication rather than pulled down after complaints, so the harm is prevented instead of cleaned up.
Because the engine absorbs the routine load, moderation stops scaling one-to-one with the size of the site, and the human team is focused where judgement actually matters.
Fakes stopped at the door, and the cost of stopping them fell.
More than 95% of fake reviews, stolen photos and phishing content was removed or blocked before it reached customers, which protected the platform's reputation and lifted the trust scores buyers rely on. As that trust recovered, conversions on verified, properly rated sellers rose 15%.
Automating the filtering of content and the vetting of sellers cut the trust-and-safety team's manual review load by 65% and saved a large, recurring share of the enforcement and support budget, letting the team keep pace with a growing site without growing one-to-one alongside it.
Moderating after the fact means the damage is already done. The value here is catching abuse before publication, drawing a hard line at high confidence, and sending only the genuine doubt to a person, whose decision then teaches the model. It is the same grounded, human-on-the-hard-cases discipline behind our fraud-detection work, aimed at content and reputation rather than transactions.
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