One thing was clear at TrustCon 2025: In the era of AI, trust & safety (T&S) is evolving and helping define what responsible innovation should look like.

“This year’s event felt notably practitioner-focused, with sessions zeroing in on real-world application, operational challenges and emerging gaps,” says Rachel Lutz Guevara, DVP, Trust & Safety, TaskUs.

She was just one of our experts who were on the ground in San Francisco, both as presenters and attendees, engaging in the conversations shaping the future of the field.

Here are five key shifts the team identified from their discussions.

1. Trust & Safety is AI safety

The lines between traditional T&S and AI oversight are blurring fast.

“T&S is no longer just about moderating user-generated content,” says Andrea Ran, product director, Trust & Safety. “It’s about making sure AI-generated content doesn’t amplify harm, bias or manipulation. This field is becoming a cornerstone of AI governance.”

T&S teams that once focused on abuse detection and content takedowns are now red-teaming large language models, tuning filters and shaping how GenAI engages with users. The function is evolving from operational support to strategic leadership, and helping influence policy, research and legal frameworks across platforms.

Skill sets required are changing too. The industry is investing heavily in training to help professionals build the skills they need to tackle the risks and responsibilities of AI.

2. AI-created CSAM is (alarmingly) on the rise

Multiple platforms underscored how they’re updating detection systems and policy frameworks to address the urgent rise of AI-generated child sexual abuse material (CSAM) — now among the most pressing issues for Trust & Safety teams. 

“CSAM is especially acute in gaming,” notes Siva Raghava, senior director, Trust & Safety. “With AI-generated content (AIGC) becoming more widespread, platforms are reevaluating how they detect and respond to this egregious form of harm.”

The call to action was clear: combating synthetic CSAM will require faster tooling, smarter collaboration and consistent enforcement across ecosystems.

3.  Shared threats need shared solutions 

“No platform can manage risk alone,” according to Rachel. “Despite rising complexity, collaboration is still at the heart of this field.”

From coordinated responses and influence campaigns to shared taxonomies for emerging threats, there’s a push toward interoperability and open standards.

Andrea says, “Alignment between platforms, BPO partners and tech providers is critical to collectively address safety at scale.”

4. Platform innovation unlocks scale

“New SaaS and open-source tools are making it easier for smaller teams and companies to scale and strengthen their T&S efforts,” Rachel says. “Lightweight, plug-and-play systems solve long-standing infrastructure gaps — from moderation tooling to escalations and compliance support — without significant upfront investment.”  

This wave of innovation is broadening participation in the field, and enabling a shift toward more transparent, flexible and community-driven solutions.

5. Wellness is the new KPI

“People in T&S roles regularly face psychological strain, making trauma-informed support essential,” says Wellness & Resiliency Senior Manager, Tracy Abzug.

These must be more than surface-level programs. Frontline workers and managers want systemic and sustained support that acknowledges the emotional weight of their work. This thinking also extends to product and system design. Platforms are embracing wellness-informed design, embedding mental health principles into user experience and operational workflows. 

“Wellness service providers now recognize the need to have wellness across the employee lifecycle and incorporate it as an operational metric,” adds Dr. Marlyn Savio, research manager, Wellness & Resiliency.  

Looking ahead

Beyond moderating content, trust & safety today is about protecting the integrity of digital systems and the people who rely on them. As AI reshapes how we connect and create, the function is more critical and fast-evolving than ever. 

Is your T&S strategy ready for this new era? Talk to our team to explore how you can strengthen safety, scale responsibly and stay ahead of emerging risks.