0
/Courtesy of Coupang Eats

Coupang Eats will introduce artificial intelligence (AI) to screen customer reviews.

The company has revised its review policy to allow reviews containing sexually explicit or obscene images, profanity, threats or insults to be hidden or deleted without notifying their authors separately.

According to retail industry sources on Wednesday, Coupang Eats announced the revised review policy by email. The changes will take effect on Dec. 13.

Under the revised policy, Coupang Eats may use AI technology and other tools to screen reviews for compliance with relevant laws and its review policy. As a result, it may take up to one day for customer reviews to be published.

Review moderation standards will also be tightened. Previously, only inappropriate reviews containing profanity could be hidden or deleted without prior notice. Under the revised policy, reviews containing sexually explicit or obscene images, profanity, threats or insults will also be subject to removal without notice, making the criteria more specific.

Under the previous policy, when an inappropriate review was hidden, the company was required to notify the author of the reason and allow them to file an objection within three business days. Prior notification and an opportunity to appeal were also required in principle before a hidden review could be deleted.

However, the company revised its policy to allow immediate action after determining that inappropriate reviews could harm restaurant owners and other customers while they remained publicly visible.

Reviews will be screened using AI or checked by the monitoring team.

Users who believe their legitimate reviews have been unfairly deleted or hidden can file an appeal through customer service. Coupang Eats may restore the reviews after examining them and determining that they do not violate its policies.

                                                                                                             Jeong A-reum