I just posted my latest note on the Trust2 blog. If this is the first of my notes you’re receiving, then you signed up there to receive updates. I’m currently helping a handful of companies with AI abuse, hybrid genAI/human moderation, data policies, and ads/monetization problems so please reach out if you want to discuss interesting projects.
“In the United States, we have never had less confidence in companies and institutions. Of the 9 institutions Gallup has rated every year since they began their annual poll, average confidence fell from 48% in 1979 to 26% in 2023. Confidence expressed last year by Americans in big business (14%), banks (26%), large technology companies (26%), newspapers (18%) or television news (14%), is abysmal.
That said, we are about to enter a new era where “trust” becomes more important, and far more technology gets put at the center of it. Humans are not going away, but more firms will be able to benefit when increased speed, intelligence and automation can augment interactions with their customers, and where their business practices could be streamlined and improved by AI technologies… but also, AI will be used to attack our companies and institutions.”
Read more in my latest blog post. Some of it is summarized here:
Trust and safety teams at tech companies were previously understaffed and seen as cost centers, but this changed in 2017 as reputational risks, regulatory pressures and negative societal impact emerged.
As AI becomes more prevalent, trust and safety leadership will require stronger technical skills but also a better understanding of the revenue side of the business.
CEOs will have to address trust issues publicly and stay informed, using more measurement and data science to optimize human-machine collaboration.
The concept of trust will transform, potentially leading to the emergence of a senior "Trust" role (not unlike what happened with CISOs the last 20 years as being online exposed companies to more threats 24/7/365).
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Source: DALL-E (‘show a merchant and customer transacting in a roman marketplace’)