With scores of young users going online, the threat to brand reputation, and the potential for lost business due to fraudulent activity, today’s businesses have much at stake when it comes to ensuring online trust and safety. Though most content monitoring and moderation can be addressed using Artificial Intelligence (AI), human moderators remain a necessary backstop for content requiring contextual or cultural interpretation. This exclusive paper prepared in collaboration between MIT Technology Review Insights and Teleperformance sheds new light on the ethical dilemma facing any organization with an online presence, and underscores the essential need for front-line human moderators in conjunction with advanced technologies.

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