On June 20, Tencent Games announced the launch of a new service called "Game Consumption Reminder for Minors" and received positive concerns and inquiries from a wide range of users. Now, in response to the four questions that we are most concerned about, Tencent Games has provided further answers.
Q: The current threshold for notification amount is set at $500 for a single day, is this too high?
A: Through the results of the 300,000-user consultation and feedback since mid-2017, we have learned that the perception of "high spending" varies by region and by household. At the same time, given the current bias in the overall accuracy of judgments, we have adopted a notification standard of $500 for the current pilot phase to avoid excessive disruption to users. In the future, as the overall judgment accuracy rate continues to improve and the size of our dedicated customer service team continues to grow, we will explore the possibility of further reducing the notification criteria based on user feedback during actual service.
Q: How does Tencent determine suspected minors?
A: We will make an initial determination based on the user's real name information. At the same time, considering the possibility of minors stealing their parents' identity information for gaming, a comprehensive assessment will also be made in conjunction with some behavioral characteristics of the suspected minors (such as living, studying and other work and rest patterns). At the initial stage of service launch, there may be some bias in the judgment of suspected minors, and we will continue to improve and optimize based on the feedback from our users.
Q: How will parents be contacted for high spending on suspected underage games?
A: Considering the possibility of minors stealing their parents' payment accounts for game spending without their parents' knowledge, Tencent's customer service team will try to actively contact the owner of the payment account via WeChat or phone to remind and confirm the relevant spending according to the contact information left in the payment account. During this process, if the user does not leave a valid contact information, it will possibly result in not receiving alerts. In this piece, we will also continue to optimize and make continuous improvements to the reach channels.
Q: What is the purpose of this service that you have introduced? A: This service, which is currently in trial operation, together with the previously launched Growing Up Guardian platform, the health system, and some other related theories and technical studies, constitutes Tencent's service system for protecting minors' healthy Internet access. We hope to further guide minors to develop the habit of moderate entertainment and rational consumption, and maintain a good balance between life, study and entertainment through continuous active attempts and exploration. As a brand new service, we are aware of the difficulties and challenges involved in launching "Underage Game Spending Alert". We also sincerely hope that through our continuous efforts, we can work together with parents and the community to protect the healthy growth of all minors.
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