How will the AI that monitors our in-game chats effect RP?

Hi All, We want to follow up on this thread regarding moderation tools and how this intersects with the role-play community. First, thank you for your feedback and raising your concerns about some recent actions we took due to identified chat-based Terms of Service violations. Since you all raised these concerns, we wanted to provide a bit more insight and context to the tools and process. As with any online game, our goal is to make sure you all can have fun while making sure bad actors do not have the ability to cause harm. To achieve this, our customer service team uses tools to check for potentially harmful terms and phrases. No action is taken at that point. A human then evaluates the full context of the terms or phrases to ensure nothing harmful or illegal is occurring. A human is always in control of the final call of an action and not an AI system. That being said, we have been iterating on some processes recently and are still learning and training on the best way to use these tools, so there will be some occasional hiccups. But we want to stress a few core points.

• We are by no means trying to disrupt or limit your role-play experiences or general discourse with friends and guildmates. You should have confidence that your private role-play experiences and conversations are yours and we are not looking to action anyone engaging in consensual conversations with fellow players.
• The tools used are intended to be preventative, and alert us to serious crimes, hate speech, and extreme cases of harm.
• To reiterate, no system is auto-banning players. If an action does occur, it’s because one of our CS agents identified something concerning enough to action on. That can always be appealed through our support ticketing system. And in an instance where you challenge the appeal process, please feel free to flag here on the forum and we can work with you to get to the bottom of the situation.
• As a company we also abide by the Digital Service Act law and all similar laws.

To wrap this up, for those who were actioned, we have reversed most of the small number of temporary suspensions and bans. If you believe you were impacted and the action was not reversed, please issue an appeal and share your ticket number. We will pass it along to our customer service to investigate. We hope this helps to alleviate any concern around our in-game chat moderation and your role-play experiences. We understand the importance of having safe spaces for a variety of role-play communities and want to continue to foster that in ESO.