In 2024, Trust and Safety (T&S) continues to be a top priority for online platforms due to the proliferation of harmful content and a tightening regulatory landscape. Gen AI, while contributing to the issue by enabling the creation of such content, also presents a promising solution as a robust T&S automation engine. In this report, we examine the transformative potential of gen AI within the T&S value chain, demonstrating enterprises’ transition from pilot projects to full-scale production deployments. This report explores gen AI use cases across various segments of T&S, including content curation, annotation, data analysis, review and compliance, platform safety, ad review and compliance, and content services. Each section offers detailed insights into specific T&S challenges, highlighting their risk mitigation strategies, the use of gen AI to enhance efficiency in existing and emerging T&S services, and the leading technology providers being leveraged by service providers to make significant strides in this domain. By offering actionable recommendations and highlighting innovative solutions, this report serves as an essential resource for those aiming to harness AI’s potential while ensuring safety and security in customer-facing applications.. Scope All industries and geographies Service: T&S Contents In this report, we examine: T&S services’ overview, value chain, key business issues, and challenges T&S use cases proliferating due to GenAI Market maturity for gen AI adoption High adoption use cases for gen AI in T&S based on the study Membership(s) Service Optimization Technologies (SOT) Trust and Safety Artificial Intelligence (AI) CX Excellence Sourcing and Vendor Management

As a content moderation engine, generative AI holds immense potential to deliver substantial benefits for T&S by scaling efforts for content moderation and providing more consistent and accurate results. However, with its adoption still in early stages, successfully integrating generative AI into T&S operations requires that enterprises overcome specific challenges associated with generative AI and those intrinsic to new technology in general. Generative AI adoption for T&S has several implications for the T&S BPS market, such as the emergence of new T&S BPS use cases and value-added services, shifts in delivery models, pricing structures and talent models, and evolving expectations from providers. This viewpoint explores the advantages of generative AI over other AI technologies for T&S, generative AI adoption strategies and challenges, recent generative AI developments, implications of generative AI on the T&S BPS market, and evolving enterprise expectations from T&S providers. Scope All industries and geographies Contents In this report, we examine: Relative advantages of generative AI-based content moderation Evolving enterprise priorities in generative AI adoption Barriers to generative AI adoption and risk mitigation strategies Impact of generative AI on the T&S BPS market Membership(s) Trust and Safety Sourcing and Vendor Management

Everest Group’s Trust and Safety (T&S) Service Provider Compendium 2023 provides accurate, comprehensive, and fact-based snapshots of 25 T&S service providers. It offers detailed profiles of each T&S service provider, with a comprehensive picture of its scale of operations, recent developments and investments, T&S specific technology solutions, other technology capabilities, well-being initiatives, and delivery locations. Each profile also specifies the provider’s position on Everest Group’s PEAK Matrix® and offers an insightful analysis of its capabilities. The compendium will enable providers to benchmark their capabilities against their peers, while buyers will be able to assess the providers based on the desired set of capabilities. Scope All industries and geographies Contents In this research, we feature 25 T&S service provider profiles and include: Services overview: key leaders, revenue, FTEs, and gig worker headcount Delivery locations: details of key delivery locations worldwide Client portfolio: major clients and recently announced contracts, as well as T&S revenue split by geography, segment, and industry, and client split by buyer size Technology solutions: brief descriptions of key technology solutions Detailed assessment of T&S capabilities: market success, delivery capability assessment, and remarks on each provider’s strengths and limitations Membership(s) Trust and Safety Sourcing and Vendor Management

Trust and Safety (T&S) is a rapidly evolving field. With the rise of new content types such as generative AI and the metaverse, enterprises are now faced with newer challenges due to these developments. Today, with rising regulatory scrutiny, enterprises are prioritizing the provision of a safer user experience. This has led to an increased demand for T&S services across industries beyond social media. As the safety of the user experience becomes crucial in retaining users on platforms, the demand for T&S services is expected to rise further. In this report, we assess 25 T&S service providers and position them on Everest Group’s PEAK Matrix® as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. The study will enable buyers to choose the best-fit provider based on their sourcing considerations. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for calendar year 2022, interactions with leading T&S service providers, client reference checks, and an ongoing analysis of the T&S market Contents This report examines: Present T&S Services PEAK Matrix® assessment Analyze the competitive landscape of the T&S market Assess providers’ key strengths and limitations Membership(s) Trust and Safety Sourcing and Vendor Management

Everest Group’s Trust and Safety – Content Moderation Service Provider Compendium 2022 provides accurate, comprehensive, and fact-based snapshots of 18 trust and safety content moderation service providers. It offers detailed profiles of each service provider – with a comprehensive picture of its scale of operations, recent developments and investments, technology solutions, and delivery locations – and specifies the provider’s position on Everest Group’s Trust and Safety – Content Moderation PEAK Matrix®Assessment 2022. Scope All industries and geographies Contents Each service provider profile provides the following details: Services overview: key leaders, revenues, FTEs, and recent developments and investments Service delivery locations: details of key delivery locations worldwide Client portfolio: major clients and recently announced contracts, as well as trust and safety revenue split by geography and industry, client split by buyer size, and FTE split by segment Technology solutions: brief descriptions of key technology solutions Capability assessment: market success, delivery capability assessment, and remarks on each service provider’s strengths and limitations Membership(s) Trust and Safety Sourcing and Vendor Management

Trust and safety services continue to remain a priority for enterprises across industries. Though initially, the scope of content moderation was limited to social media, today, any enterprise with an online presence will find use cases on content moderation and other trust and safety services. While automation accounts for a majority of content moderation decision-making, the importance and criticality of human or manual moderation cannot be overstated. Multiple factors continue to drive the use cases and adoption of trust and safety services, including the increasing accessibility of the internet to a larger and more diverse population and greater interest from governments in the integrity of online platforms. In this research, we assess 18 providers on the Trust and Safety – Content Moderation Services PEAK Matrix® and position them as Leaders, Major Contenders, and Aspirants based on their vision & capability and market impact. Scope All industries and geographies The assessment is based on Everest Group’s annual RFI process for calendar year 2021, interactions with leading trust and safety BPS providers, client reference checks, and an ongoing analysis of the trust and safety market Contents This report examines: Trust and Safety – Content Moderation Services PEAK Matrix® assessment The provider landscape Key strengths and limitations of each provider Membership(s) Trust and Safety Sourcing and Vendor Management