Responds to AI moderation claims.
ZeniMax Studios hit the news last week as players became angry over claims that the game was using AI to automatically moderate chat. We were promised that a response from the developer itself would be coming this week, and lo and behold we got it.
Community manager Kevin followed up on the news by confirming that tools are used to detect harmful language, but also stating that the system does not ban players on its own. Human intervention is needed for punishment to be dished out.
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.
So the good news is that the bans are not handed out by AI. The bad news is that this means ZeniMax is making the questionable calls themselves. Kevin’s statement that players “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” is kinda contradicted by the instances of players reporting their private chats being actioned on, or even chat in areas where they are by themselves.
He does admit that the company may have gone overboard and most of the temporary suspensions and bans have been reversed.
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.
Are players satisfied by this answer? Some are, some aren’t. It’ll certainly be seen if ZeniMax continues to ban people for private conversations in the future.
MMO Fallout 
they just swept it under the rug but they still do it and refuse to unban people for private consensual chats. avoid this company like fire.
‘Each Terms of Service report and appeal is reviewed by members of the ZeniMax Player Safety Team. We have reviewed this case multiple times and confirmed it used inappropriate chat. Due to this violation, the strike against the account will remain. No compensation is offered for accounts violating the Code of Conduct.’