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