FALSE POSITIVE: Customer complaint about legitimate content flagged as toxic

Customer Report

Customer ID: enterprise_customer_001 Date: 2025-01-18 Severity: High - Customer escalation

Issue

Customer reported that the following message was incorrectly flagged as toxic:

"This is absolutely fantastic work! You killed it with this presentation!"

The word "killed" triggered a false positive (threat category, confidence: 0.72).

Context

• This is an idiom meaning "did very well"
• Model is being too literal with certain words
• Customer has threatened to churn if not fixed

Analysis

• Current model: BERT fine-tuned on Civil Comments
• Training data may lack positive idioms with violent words
• Confidence calibration may need adjustment for idiomatic expressions

Proposed Solution

1. Add idiom detection preprocessing layer
2. Augment training data with positive idioms
3. Context-aware scoring (sentiment + toxicity)
4. Lower threshold for high-confidence "positive sentiment + violent word" cases

Action Items

• Collect more examples of false positives on idioms
• Create idiom whitelist (temporary fix)
• Retrain model with idiom-aware data augmentation
• Add sentiment analysis as additional signal

Priority: High - customer impact cc: @bob @sabrina_farmer