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We’ve come a long way since the Super Nintendo days, says Jeff
Sakasegawa, trust and safety architect at Sift Science. With the
proliferation of gaming platforms swarming the online world, there are
millions of potential interactions, not just in the context of a game
itself, but in things like power-ups and skins, mods and downloadable
content, not to mention the connections created in the online
communities that have sprung up around these games.
“You’d hope a lot of that would be positive, but unfortunately – we’re
all familiar with the internet – malicious behavior is just an
ever-increasing problem,” he says. “It’s one of the great challenges of
being in this space. Fraud prevention is what helps keep those
engagements and experiences as positive as possible.”
As people spend more time online, as they engage more with their games,
the number of interactions that they must trust with developers
increases. Of course it’s not only the money involved, but a virtual
representation of self, and gamers have a real sensitivity to making
sure that it accurately represents them, which means investing a
tremendous amount of time into their play, their characters, and their
items. In-game items gain as much worth as cold, hard cash, or more –
they haven’t just sunk money into these virtual trophies, but time and
energy too.
“It all comes back to the idea that you’ve built this great platform,
this successful game, this place where a lot of people are going and
spending their time, and you generate this value,” Sakasegawa says.
“Unfortunately, externally people see that value as something to
exploit.”
That abuse on your platform can take many forms, he notes, whether it’s
traditional payment fraud, where credit cards are swiped, account
takeover, posting malicious content, or trolling. But because fraud is
so increasingly sophisticated and detection is increasingly requiring
needle-in-a-haystack levels of focus, developers can sometimes not
believe they have a real problem – or not realize exactly how widespread
the issue is.
“Not because they’re willfully trying to turn a blind eye to it – they
may just not have the sophistication or the rigor or the data scientists
to identify these things to begin with,” he says. “The first step is
applying measurement and reporting to give you an understanding of what
the real implications are.”
That means learning from a monetary standpoint, including issues like
user churn, what is going on under the hood. That level of insight and
sophistication requires machine learning and AI, and those solutions and
tools are at hand for any company, as the technology becomes
democratized, allowing every developer to audit, and get in front of
fraud, instead of frantically following behind.
“You can say, hey, we know we have a problem, but we actually found it,
and here’s what we’re doing to remediate that and do better in the
future,” Sakasegawa says. That’s preferable to just getting burned by
these events.
“Just think about what your customers would expect from you,” he adds.
“They would probably hope that you have some kind of preventative
measure in place, as opposed to a bad event happens with their data,
with their payment information, and your response is essentially a
shrug. That’s a terrible look.”
Fraud needs to be combatted holistically, from listening to what your
customers are telling you, which can be a warning of a bad wave coming
at you, to being honest with yourself about exactly what effort you’re
putting in to combatting scams, and getting internal buy-in from the
C-suite on putting preventative measures in place.
And as threats become increasingly interrelated – an account takeover
leads to widespread trolling leads to credit card fraud – companies need
to do their best to understand the total user journey.
“You can do well by focusing on a specific avenue of abuse, but I would
posit that as these things co-mingle more, you just have to be better in
preventing a lot of this from happening concurrently, unfortunately,”
he says. “The better you can become at identifying this stuff, the
better a space you’ll be in as far as preventing this activity,
regardless of the avenue in which a fraudster or abuser comes to your
platform. You have to batten down the hatches and just be better on all
fronts.”
To learn more about what hatches to batten down, how internal
evangelizing can combat larger threats, and how to boost user loyalty as
you shore up account vulnerabilities, don’t miss this VB Live event!
Register here for free!
In this webinar, you’ll learn:
How the gaming industry can secure gamer data and build trust
How account takeover, fake licensing, spam, and scams pose a particular challenge to gamers and gaming platforms
What policies your company should have in place around data breach ransom
How to combat trolling
Speakers:
Jeff Sakasegawa, Trust and Safety Architect, Sift Science
Dean Takahashi, Lead Writer, GamesBeat
Scott Adams, CEO FraudPvP.com, Former Director of Fraud & Risk, Riot Games
Rachael Brownell, Moderator, VentureBeat
https://www.geezgo.com/sps/30623
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