Point of view
building digital trust: the role of AI and human-centric policies in online safety
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Trust and safety services and solutions
As digital environments grow more complex and online threats evolve, companies face mounting challenges in protecting their platforms, users, and brand reputation. Infosys BPM trust and safety services combine AI-led moderation, human expertise, and regulatory compliance to address these challenges across content moderation, fraud prevention, and platform integrity. People engage more with platforms that safeguard their data, privacy, and well-being, which is why trust and safety has become critical to maintaining integrity, accountability, and regulatory compliance, with the global T&S market projected to reach $30 billion by 2030 (Everest).
Some key trends include:
- A 24% rise in account takeovers in FY24 (Spycloud), resulting in identity theft, impersonation, and eroded trust, highlights the need for robust online safety measures
- $8 trillion growth in eCommerce (Statista), driving up compliance costs to prevent fraud and abuse
- 90% of consumers abandon online purchases over concerns about site credibility and user safety (Everest)
- Enterprise BPS T&S spend is expected to exceed $11 billion by 2028, with one-third for AI services aimed to mitigate misinformation (Everest)
Organizations are shifting from reactive threat response to proactively embedding safety through human expertise, AI moderation, and strategic frameworks. Infosys BPM offers strong T&S capabilities across eCommerce, gaming, media, travel, BFSI, healthcare, and other sectors, with deep Gen AI and digital transformation expertise. Our practice ensures user and platform protection, compliance with evolving regulations, and supports secure, trustworthy digital experiences that foster growth and resilience.
Key stats
5200+ Professionals
30+ Languages supported
12+ Global delivery centers
$~2 Mn Potential savings at 8X ROI
Our comprehensive trust & safety solution suite
Trust and safety teams face numerous challenges, including the rapid evolution of online threats and the need to balance user privacy with security measures. Constantly updating policies to address new threats and behaviors is essential. Additionally, ensuring compliance with diverse global regulations adds another layer of complexity to our solutions designed for safety. Infosys BPM effectively addresses trust and safety challenges through its comprehensive and innovative solutions and fosters user confidence by ensuring a safe digital space. Here is our comprehensive solution suite:
- Content review and compliance
- Customer review moderation
- Community moderation
- Translation & transcription
- Contextualization & localization
- Search quality rating
- Spam & scam content
- Audio moderation
- Medical billing review
- Ad moderation
- Ad localization
- Ad relevance
- Ad integrity
- Promo abuse
- Brand reputation & management
- Landing page content compliance
- Misleading & fraudulent ads review
- Data annotation quality control
- Manual/AI-assisted annotation and labeling
- Annotation services for image / video / audio / text / sensors & IoT devices
- Meta data tagging
- Medical coding / annotation/ labeling
Infosys AI Safety Services is a suite of practices, tools and expertise aimed at ensuring AI Systems are developed and used responsibly, ethically, and securely.
- AI strategy and consulting
- AI deployment and integration
- AI/ML fairness and transparency
- Scaled takedowns of gen AI spam
- Deepfakes identification
- AI generated product listings
- Suspicious transactions
- Fake accounts,& payment fraud
- Refund / return abuse
- Listing & review abuse
- Misleading offers
- Loyalty points protection
- Transaction risk scoring
- Medical denial processing reviews
- Underpayments / clinical appeals
- Removing bot buyers and seller accounts
- Buyer account and feedback reviews
- Suspicious buyer activities identification
- Product non-compliance
- Product listing compliance
- Brand and product restrictions
- Organized fraud ring
- 2D/3D images/video/text tagging
- Age-restricted game identification
- Virtual assets and payment safety
- Digital assets protection
- Gamer impersonation
- Game data analytics
- Game testing & QA
- Community management
- Game localization & expansion
- Esports & gaming events
- Platform integrity
- User account safety
- Bot and spam accounts
- Account verification
- Identity theft / impersonation
- User account ban / shadow ban
- Identification of underage users
- Payment security
- App functionality review
- Data permissions, access, and sharing review
- User privacy mapping
- Bots and API assessment
- Malware review
- Data classification & labelling
- Regional and regulatory compliance review
- Policy design and development
- Policy enforcement
- Policy reporting
- Policy based classification
- Quality control and compliance
- Copyright protection and infringement
- Trademark protection
- Music IP and copyright review
- Publisher policy compliance
- Digital rights management
- License compliance
- Piracy content review
- Royalty management
Trust and safety regulatory compliance
Regulation has become the defining force in trust and safety. The EU Digital Services Act (DSA) now imposes mandatory content moderation, transparency reporting, and systemic risk obligations on platforms, with non-compliance carrying fines of up to 6% of global annual revenue. Similar regulatory frameworks are emerging across other regions, raising the operational and compliance burden for every platform that hosts user-generated content.
Infosys BPM helps platforms meet these obligations through compliant content moderation, transparent enforcement workflows, statement-of-reasons documentation, audit-ready reporting, and policy frameworks aligned to evolving global regulations. Our trust and safety services combine regulatory expertise with AI-led moderation and trained human reviewers, so platforms stay compliant while protecting users and preserving the user experience.
Why choose Infosys BPM for trust and safety services?
Infosys BPM is a widely recognized technology-aided BPM services provider with expertise across the digital ecosystem of established as well as emerging technologies, such as Gen AI. We offer cutting-edge trust and safety services. Here are some key stats about the organization.
Our trust & safety practice is characterized by the following differentiators.
Infosys BPM provides comprehensive services across consulting, transformation, and managed services, and regulatory compliance. Our platform-centric and AI and Gen AI-powered solutions enable proactive threat detection, fraud prevention, comprehensive protection, building brand reputation and user trust while ensuring compliance.
Infosys BPM leverages advanced AI and Gen AI interventions automate processes and to enhance business performance while ensuring platform safety. Our digital framework is designed to deliver design-led experiences, driving operations with AI, and enabling clients to re-imagine their business processes.
With deep domain expertise and demonstrated capabilities, Infosys BPM helps organizations optimize their operations, increase productivity, and reduce costs. We have a strong track record of delivering successful business process transformations that combine operational excellence with user safety.
Infosys BPM focuses on accelerating innovation and optimizing asset utilization to streamline processes and enhance regulatory compliance while ensuring safety services are in place. Our services include robotic process automation, BPM analytics, AI/ML solutions, and business transformation, which help clients stay ahead in a competitive market.
Infosys BPM collaborates with global technology companies, startups, and solution providers to deliver tailored solutions that meet client-specific requirements. These partnerships enhance our ability to provide cutting-edge compliance services.
Our extensive partner ecosystem
Infosys BPM trust & safety practice has partnered with leading consulting, platform, and data service providers to provide exceptional quality of services to our clients.
Insights
Combat fraud with AI-powered, next-gen trust & safety solutions
Our offerings
Discover our trust and safety services across annotation, online travel, telecom fraud management, responsible AI, gaming, and healthcare. Each is designed to protect users, ensure regulatory compliance, and preserve the experience that keeps platforms growing.
Success stories
Bringing values to businesses through our products and services
Case Study
Case Study
Challenges and solutions - trust & safety
Trust and safety is important because it protects users from harmful content, fraud, and abuse while protecting platforms from regulatory penalties, reputational damage, and user attrition. Research shows the large majority of consumers abandon platforms over concerns about credibility and safety, and regulations such as the EU Digital Services Act now make effective content moderation a legal requirement, with fines reaching up to 6% of global revenue for non-compliance. Strong trust and safety operations protect users, preserve brand reputation, ensure regulatory compliance, and sustain the engagement that digital businesses depend on.
A trust and safety service provider operates content moderation, fraud and abuse prevention, and policy enforcement as a managed function on behalf of digital platforms. This includes reviewing and moderating user-generated content across text, image, audio, and video, detecting and preventing fraud and scams, enforcing community guidelines and regulatory requirements, and providing transparency reporting. Infosys BPM delivers these services across eCommerce, gaming, media, travel, BFSI, and healthcare, combining AI-led detection with trained human moderators across more than 30 languages.
AI and human moderation work together in a hybrid model that balances scale with judgment. AI and machine learning detect and triage harmful content at high volume and speed, flagging spam, abuse, fraud, and policy violations in real time. Human moderators handle context-sensitive, ambiguous, and high-stakes decisions that require cultural understanding and nuanced judgment, and they continuously improve the AI models through feedback. Infosys BPM combines AI-led and generative AI moderation with a trained human workforce and a dedicated Trust and Safety Center of Excellence to deliver high accuracy while controlling cost and protecting moderator well-being.
Platforms typically outsource trust and safety operations when content volumes outpace internal moderation capacity, when 24/7 multilingual coverage is needed, when new regulations require dedicated compliance and reporting capability, or when scaling into new markets demands rapid operational ramp-up. Outsourcing to a specialist provider gives platforms access to trained moderators, established workflows, AI-assisted tooling, and regulatory expertise without building the capability internally. Infosys BPM operates as an extension of a platform's trust and safety function, scaling coverage across regions, languages, and content types as needs evolve.
Trust and safety services are needed by any business that hosts user-generated content, processes online transactions, or operates digital communities. This includes eCommerce and online marketplaces managing fraud and seller compliance, gaming platforms managing in-game safety and community moderation, media and social platforms moderating content at scale, and travel, BFSI, and healthcare businesses managing fraud, compliance, and sensitive data. Infosys BPM delivers trust and safety services across all of these sectors, with industry-specific frameworks for content moderation, fraud prevention, and regulatory compliance.
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