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< Digital Operations and Platforms

A Consumer Platform Achieves New Safety Horizons at Scale




A CONSUMER PLATFORM ACHIEVES NEW SAFETY HORIZONS AT SCALE








Ambition

When it comes to trust and safety, consumer platforms face a paradox: They need
to rapidly and continuously adjust the customer experience to improve platform
stickiness, and at the same time they need to protect their customers — which
often means slowing down product development.

When a growth-driven global consumer platform sought to reimagine their trust
and safety function, they reached out to Wipro for strategic support. The
client’s sheer scale of growth (2x bookings over a five-year period) was taxing
their trust and safety function, and trust and safety concerns were threatening
to slow down product development. The client was struggling to verify
third-party vendors and quickly remove fake listings, and also saw opportunities
to further combat payment fraud, improve content moderation, and address account
security.

By taking on critical trust and safety functions, Wipro would boost performance
while also freeing up client resources so they could be redeployed to the most
business-critical imperative: product innovation to ensure continued global
growth.

Action

To prevent platform misuse and account integrity problems, the client sought an
experienced trust and safety partner to deploy customized AI/ML models and
perform proactive investigations.

Wipro deployed a team of 450+ operators to proactively investigate potential
human trafficking, sex work, terrorism, and threats of violence on the platform.
At the same times, the Wipro team leveraged AI-driven automation to bring new
efficiencies to product authentication, account takeover investigations, and
account integrity checks. The team also targeted critical risks like coupon
abuse, incentive abuse, improper chargebacks, and identity misuse. Wipro
supported a multi-language, multi-geography strategy aligned with the client’s
growth ambitions, and created a joint working group to ensure that the client
could deliver on platform and product insights surfaced by the Wipro team.

Ambitions Realized

Agile, growth-oriented product development also has a downside: Moving too fast
can invite reputational damage, regulatory compliance challenges, and even
financial penalties. Working with Wipro, the client was able to prevent platform
fraud and thereby maintain their leadership and brand in a competitive space.

The Wipro team identified erroneous payments, achieved $17M in loss prevention
through improved fraud detection, and brought significant annualized savings
through efficient Power BI governance dashboards. On the customer experience
front, Wipro’s precision methods led to a 43% decrease in the platform’s
underage user appeal rate and a 15% reduction in unwarranted removal of top
vendors from the platform, which both prevented topline erosion and improved
customer stickiness. Meanwhile, process efficiency also improved, with
time-to-resolution decreasing by 30-40% for some critical workstreams.

Continued collaboration between the client and Wipro’s cross-functional teams
has become a cornerstone that enables success in an increasingly complex trust
and safety environment.


















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