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Well does seem like it would have been simpler to just filter out the words.
If you have an exact set of words you are looking for, why not just block them entirely?
The downside to that idea is that it stops everyone, including those that have poor attitudes when perhaps they would rather simply catch those with poor attitudes and get them off the system. If protection from these words is indeed the primary purpose, then this system seems like the hard way to deal with things, including increasing volume of calls to customer service over bans/suspensions.
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