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

Over the past few years, enterprises have invested significantly in robust Trust and Safety (T&S) infrastructures in partnership with service and tech providers. However, economic conditions and the advent of new technology have significantly disrupted the T&S market – presenting the potential to enhance and transform current T&S services. Watch this webinar where our experts discussed the latest developments, emerging themes, and enterprise sourcing considerations in T&S in 2023 and what we can expect in the coming years. What questions did the webinar answer for the participants? What is the current state of the T&S outsourcing market? What are the emerging trends and industry dynamics shaping the T&S outsourcing market? What are the key sourcing considerations for enterprises in the current market scenario?