Trust and Safety Chronicles: Unpacking 2024, Anticipating 2025

In 2024, the Trust and Safety (T&S) industry navigated complex challenges from global elections and evolving regulations on child safety, misinformation, AI, and data privacy. These challenges necessitated nuanced compliance strategies. Despite Safety by Design remaining a top priority, growth of enterprise spending on T&S, particularly legacy moderation, declined due to budget constraints and increased automation. The T&S BPS market is expected to mature further due to AI support services’ expansion and slower growth in legacy moderation. Key growth factors include complexity in moderation of AI-generated content, stricter regulations, and demand for specialized moderation and ethical AI practices. However, growth will be slow as businesses shift toward community-driven moderation and rely more on generative AI and agentic AI. This slowdown may drive market consolidation due to margin pressures, scalability challenges, talent needs, and technology disruptions. In this report, we highlight key T&S trends from 2024, analyzing key enterprise events and challenges. The report offers 2025 market predictions, including expected market size, key headwinds and tailwinds, and their potential impact.