As we look forward to TrustCon 2024 in San Francisco, CA, we are excited to dive into pivotal discussions shaping the future of customer experience (CX). This year’s event is set to bring together thought leaders and experts to explore the latest advancements in trust and safety and responsible AI. Here are some key topics we’re focusing on and why they deserve your attention.

Integrating Trust & Safety With Responsible AI for a Safer Future

The intersection of trust and safety with responsible AI is pivotal for ensuring AI systems maintain integrity and ethical standards. Traditionally, trust and safety practices have focused on regulatory compliance and content moderation, while AI teams have specialized in innovating algorithms. As technologies like large language models (LLMs) and AI recommender systems advance, collaboration between these disciplines is crucial.

Why It Matters:

• Interdisciplinary Synergy: Integrating trust and safety with AI engineering fosters holistic AI development, enhancing safety and reliability for users and stakeholders.
• Bias Mitigation: Alignment between trust and safety protocols and AI development prevents biases in AI models, promoting fairness and inclusivity.
• Setting Standards: Establishing unified industry standards guides AI governance, promoting transparency, accountability, and ethical deployment across sectors.

Safeguarding Moderators: Utilizing Generative AI to Protect Content Moderators

Content moderators are essential for maintaining safe online environments, yet their roles often expose them to harmful content. Utilizing generative AI can significantly protect moderators from psychological distress and ensure their well-being.

Why It Matters:

• Reducing Exposure: Generative AI can handle initial content moderation stages, shielding human moderators from the most harmful content. This not only protects their mental health but also enhances the efficiency of moderation processes.
• Enhancing Job Satisfaction: Safeguarding moderators from the negative impacts of their work can increase job satisfaction and retention rates, fostering a stable and experienced workforce.
• Promoting Ethical AI: Highlighting ethical AI practices in moderating content reinforces trust in AI systems. This ethical approach is crucial for maintaining safe online spaces and supporting both employees and users.

Leveraging AI & Automation to Elevate Trust & Safety in Gaming

In the gaming industry, maintaining trust and safety is essential for delivering a secure and enjoyable player experience. AI tools are revolutionizing content moderation by enhancing safety measures within gaming environments.

Why It Matters:

• Balancing Technology and Privacy: AI-driven content moderation requires careful consideration of player privacy while leveraging advanced technology to maintain transparency and compliance with regulations.
• Addressing Challenges and Future Prospects: AI offers insights into current content moderation challenges and paves the way for future advancements in gaming safety standards.
• Fostering Community Engagement: Effective AI use promotes fair gameplay and positive player interactions, contributing to a more supportive gaming community.

Connect With Us at TrustCon 2024

IntouchCX is committed to staying at the forefront of industry advancements and ensuring that our practices reflect the latest innovations in trust and safety and responsible AI. Our team of CX experts will be on the ground at TrustCon July 22-24 — get in touch with us!

For more information and to view the full agenda, visit the TrustCon agenda page.