Character.ai partnered with Cinder to improve automated decision making as a component of their moderation strategy. Cinder’s agentic review reduced a significant percentage of cases, allowing moderators to focus on high-risk cases requiring human judgment.

Challenge

Character.ai has a significant volume of user reports, including many that require moderators to classify the reported content.

Solution

Character implemented Cinder Agents to classify user-reported content. The deployment included:

• Automated Classification: AI agents evaluated reports to determine policy violations versus false positives
• High Confidence Thresholds: Conservative confidence settings minimized both false positives (incorrectly flagged content) and false negatives (missed violations)
• Dual Application: The system processed both live incoming traffic and existing backlog cases
• Pattern Recognition: Cinder AI agents identified characteristics across both violating and non-violating content to improve accuracy

Results

The implementation delivered substantial operational improvements:

• More than half of all queues were reduced across the largest moderation backlog while maintaining decision quality SLA
• Significant reduction in hours saved in human review time
• Focused human effort redirected to high-confidence violations and ambiguous edge cases
• Improved prioritization of highest-risk content requiring immediate attention

Impact

By "shrinking the haystack," Cinder enables Character's human moderation team to operate more strategically. Human moderators now concentrate on complex cases where human judgment adds value, while AI handles routine classification decisions with high accuracy.

Future Development

Character.ai and Cinder continue expanding their partnership to address novel harm type detection and emerging user safety risks.

This agentic workflow demonstrates how AI augmentation can force multiply trust and safety operations, reduce operational costs, improve response times, and increase moderator job satisfaction by focusing human moderation time on the cases that matter most.

Learn more about Cinder's custom AI models for abuse detection and moderator support