TLDR: Playstation 5 AI bot that is checking audio and text chat messages is falsely identifying urls and issuing warning and possibly bans automatically. Playstation support team is lying to users to cover this up instead of escalating the issue to get their broken moderation system fixed. You may lose your PSN account and your Playstation may get bricked anytime for no reason and there is nothing you can do to avoid it or rectify the issue. Therefore Playstation can not be trusted.

Sony Playstation is using automated tools for moderating voice and text chats. I tested Playstation 5 speech-to-text function by dictating "Testing 1 2 3" is my mother tongue and here is what happened:
The automated warning email below states that I received the warning for "Sharing malicious URLs" (full text is at the end of this post):
I contacted everyone (luckily there was only a few) I had messaged with and confirmed that nobody had received any links from me. The only reason left was the chat moderation AI misinterpreted my test message as a link and issued me automatically a warning after removing my message.

When I contacted Playstation support team to understand what had happened and offered to help them to fix their broken system, they refused to give me any details to protect "reporter's identity". Are they protecting their broken AI moderation bot's identity because that is the only one who claims to have received a "malicious URL" from me?

Playstation support team's claim that "moderation team that makes decisions based on the evidence" sounds also peculiar. If there ever was a human reading or listening my "Testing 1 2 3" message, they must have understood that "Testing 1 2 3" is not harmful or even a valid URL. And if they didn't speak my language, they would have tried to translate the meaning before issuing a warning.Seriously, only an AI can be this stupid.

Hi XXXXXXXXXXXX,

Thank you for contacting PlayStation Support regarding your account.

We apologize for the delayed response and inconvenience. Thank you for your reply and providing requested information. I can see that you have receive a warning message recently. Please note, that all Grief reports are reviewed by a moderation team that makes decisions based on the evidence (text or image) of the offence. Sanctions are applied only if the report is deemed in breach of the code of conduct outlined in our Terms of Service; we do not take action against any account based only on the word of another account holder.

I am afraid we would not be able to share the details of this message as the reporter's identity may then become known at that point. As you can appreciate, we must allow users to feel that they can report inappropriate content on our network without sharing their details with the person who sent it. I understand you may not be asking for their information; however, dates, times, and image content details are enough to pinpoint the exact user who may have reported this.

To avoid further action in the future, you may wish to review our code of conduct by clicking the link below, which provides useful information on what kind of behaviour is and is not acceptable on PlayStation. Should you experience issues with other users, please use the block and grief report functions rather than offering retaliation. Please note that a further breach of our terms of service may lead to additional sanctions against your account.

You'll find it at https://www.playstation.com/support/account/community-code-of-conduct/

I understand that this may not be the outcome you had hoped for today; however, user security is important to us; therefore, we cannot compromise this.

If you have any other questions, please contact PlayStation Support, and one of our team will be happy to help.

Thanks,

The PlayStation Support Team

Playstation support sent me a link to their code of conduct when I asked them why they warned me. Perhaps it forbids saying "testing" in the chat. Unfortunately I have no way of knowing that as their code of conduct link in the email above was broken, too.

Here is the full text of the warning email (same as on the screenshot above):

You breached the Code of Conduct

Dear XXXXXXXXXXXX,

Your account received a warning.

Why?

We determined that you breached our Terms of Service, which includes the Code of Conduct, in Message.

Further offences may lead to your temporary or permanent suspension from PlayStation, preventing you from interacting with other players and playing online games.

What's wrong with it?

Sharing malicious URLs, including those that may harm another player.

How did we learn about this?

Your content was flagged by our automated detection tools as content that may breach the Code of Conduct.
What now?

We expect all players to act decently, respectfully, and with consideration for one another. Therefore, we ask that you review the Code of Conduct and follow these rules in the future. These guidelines exist to ensure all members of the PlayStation community can fully enjoy their online experience.

If you wish to dispute this decision, you also have the option to lodge a complaint with your regulator for online content or exercise your legal rights in your local courts.

Sincerely,

PlayStation Safety

You can easily test what happens if you dictate a voice-to-text message saying "Testing 1 2 3" in your native language on Playstation 5. Let me know did you, too, get a warning or a ban.

What you can see here are clearly lies. How can anyone trust a company who is automatically warning and banning customers like Playstation does? How can you trust a company whose support is lying to customer to cover up their broken systems instead of fixing errors and rectifying false warning and bans?

Do you trust Playstation? I used to trust.

Curious. The PlayStation Support Team is writing about protecting "reporter's identity" and "reports are reviewed by a moderation team" while the warning email clearly states that "content was flagged by our automated detection tools". Was there someone or was it automated detection tool? Was the report reviewed by moderation team or just generated by automated detection tool?

Based on what was written in those emails I would say The PlayStation Support Team is lying to avoid admitting and correcting the error made by their automated detection tools. This is not very good advertising for Playstation and I would not trust them. I have not had issues like this with Xbox.

The warning e-mail is about "Sharing malicious URLs" while support is claiming that someone reported a message. Was it a link or a message? Was it really reported by someone or just some automated AI crap?

In any case, unbelievable and unacceptable behaviour for such a big company like Sony.