From immersive virtual worlds to competitive multiplayer arenas, gaming has become an integral part of everyday life for billions worldwide, including a significant portion of Malaysia’s population.
Malaysians are avid gamers, with a remarkable 100 percent of those under 20 and 85 percent of the population engaging in gaming activities. For starters, 38 percent of Malaysians spend over 16 hours a week gaming on their smartphones and the level of engagement is driven by the excitement of advanced gameplay and the allure of frequent collectibles and customizable character features in-game.
As Malaysia’s gaming industry continues to evolve, with projected revenue to hit US$649 million in 2024 and the Malaysia Digital Economy Corporation (MDEC) actively fostering investments and market access through events such as Annecy Festival, Games Developer Conference, and Tokyo Game Show, the question arises: Are we doing enough to protect gamers from hidden dangers, and how can the balance between enjoyment and safety be better addressed?
Sexual predators and online exploitation
The increasing threat of online predators targeting children through interactive gaming platforms in Malaysia is deeply concerning. Recent statistics from Bukit Aman’s D11 reveal that cases of exploitation via online games have nearly tripled, with predators grooming children for sexual exploitation in as little as one hour.
Popular games with in-game chat features have become potential hunting grounds for these predators using sophisticated grooming techniques, from showing false sympathy to showering children with frequent compliments and offering in-game gifts. They often misrepresent their ages, identify shared interests, or pose as game mentors to build trust with their victims.
To combat this rising threat, it is crucial for gaming platforms to offer comprehensive parental controls that allow parents to monitor and restrict interactions, purchases, and in-game communications for minors. Limiting anonymous messaging or requiring a “safe list” of approved contacts can further reduce the risk of predators reaching children.
Additionally, proactive customer experience (CX) strategies should be employed, offering a transparent, easy-to-use reporting system for flagging inappropriate behavior, along with real-time assistance to guide users away from potential risks or provide extra support where needed, further enhancing the safety and well-being of all players.
Deepfake technology
The rise of deepfake technology in Malaysia is sounding alarm bells for online safety. According to the Sumsub Identity Fraud Report 2023, Malaysia saw a tenfold increase in detected deepfake incidents compared to the previous year. Predators are leveraging this technology to create hyper-realistic fake video chats or voice conversations, potentially impersonating trusted figures or even other children. This sophisticated deception can easily bypass traditional safety measures, making it incredibly difficult for young gamers to identify threats.
Just recently, a chilling example of deepfake technology’s potential for harm came to light. A popular songstress’s voice was exploited in scams using AI to replicate her appearance and speech. Victims were lured with the promise of a video call from the singer, only to find themselves face-to-face with an AI-generated simulation. The crime department issued a warning to the public, urging them to exercise caution and verify the authenticity of any information received to avoid falling victim to such scams. This advice is equally applicable to gamers who may be increasingly vulnerable to these sophisticated online threats.
Having the proper channels to report misconduct
Gamers need to do their part in reporting inappropriate behavior. Our insights from serving a global gaming company indicate that close to 65 percent of players expect quick response times and hence prefer support via live chat and Discord. This probably explains why almost half of gamers do not report such conduct or take any further action as they may be of view that their report might not make a difference. Gaming platforms have made progress in tackling bad behavior, with some implementing systems that allow players to report others for unethical practices, resulting in temporary bans for abusive players.
Examples include integrating artificial intelligence (AI) tools to screen out toxic content directly and having moderators and player experience (PX) specialists investigate and address issues. However, it remains essential for gamers to do their part in reporting unsavory behavior. It’s easy to understand why someone might overlook online misconduct, but every report contributes to a safer gaming environment for everyone. Creating a safe community for gamers involves effort from everyone..
Educating others and fostering a safe environment
While gaming offers numerous benefits and enjoyment, it’s crucial for Malaysian gamers, especially the youth and their parents, to be aware of the potential risks. Ensuring a safe and secure gaming environment is every gamer’s responsibility. It’s crucial to share knowledge and resources about online safety, responsible gaming practices, and mental health awareness within the community. Players should remind one another of the signs to look out for to identify malicious intent and steps to take to prevent the exploitation of personal information.
By educating others and implementing best practices collectively and proactively, we can cultivate welcoming spaces where gamers of every age, background, and skill level feel respected, empowered, and free to enjoy the games they love.
Rob van Herpen is VP Global Client Solutions – Gaming & Entertainment at TDCX.
Rob leverages 18 years of experience helping gaming and tech companies optimize their CX through strategic outsourcing in areas like Player Support and Community Moderation. Throughout his career, Rob has held leadership positions at various BPOs. Currently, Rob is the VP of Global Client Solutions at TDCX, focused on growing TDCX’s footprint in the gaming and entertainment vertical.
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