by Kit Knightly, Off Guardian:

AI-driven content moderation is subtly shaping public opinion and political engagement

Facebook make only about £34 a year from the average customer in the UK – a little under £3 a month (and that’s before costs) so clearly there is no head-room or motivation, for a human level of customer service or attention. The user is not the customer; rather, they are the product whose data is sold to advertisers.

Thus, users do not have a direct customer relationship with the platform. The network is not directly incentivised to “care” about the user before the advertiser. And no matter where you lie on the spectrum between “free speech absolutism” and “private entities have the right to censor any user”, with such low margins it is inevitable machine processing will have to be used to moderate posts and deal with the customer interface.