This panel explores how Trust & Safety teams can leverage generative AI to enhance user protection. The panel will discuss best practices for real-time AI deployment across marketplaces including use-case selection, prompt engineering, and model evaluation. Specifically, we will discuss identifying use cases such as multi-modal moderation and long-form conversation analysis. We will also discuss how to best prompt-engineer models.. Finally, we will present a detailed framework that outlines key success metrics on how to make data-driven decisions regarding model deployment.

Our proposal is a session on the legal implications of recent changes to Section 230 of the Communications Decency Act and the future of Content Moderation. Section 230 gives platforms immunity with respect to content posted by users and third parties. Section 230 has been under attack by both Republicans and Democrats, but for different reasons. Republicans say the Good Samaritan provisions of the law (which enable platforms and providers to remove content they disagree with or find loathsome) have resulted in censorship of speech, even on apolitical platforms. Democrats say that the immunity provisions of the law (which don’t actually require content moderation) don’t do enough to keep communities, including children, safe. Add to this state laws (in California, NY, Mass and others) requiring platforms to engage in more content moderation or track their moderation policies and decisions. Our session will discuss recent developments in the law and provide practical tips for platforms amidst legislative and agency led change, and the likely court battles ahead.

Customer and partner disputes in business are inevitable, but the things a marketplace does before, during, and after a dispute are critical to maintaining the relationships that these businesses rely on to grow and succeed. In this presentation, Rich Lee and Collin Williams, co-founders of New Era ADR (and Collin, a former GC of Reverb, a marketplace company acquired by Etsy) will share how marketplaces can resolve conflicts efficiently while maintaining trust between buyers, sellers, and platform operators. Along with other panelists, they will explain how to protect reputations and preserve valued relationships while preventing disputes from escalating publicly.