Google

Having shipped AI products to billions of users at Meta, Microsoft, and now Google, I’ve seen firsthand how trust and safety aren’t just ethical considerations—they’re mission-critical infrastructure that determines product success. Yet these elements often remain hidden beneath the surface, overshadowed by technical capabilities and performance metrics. The Business Case for Trust and Safety When we discuss AI products, especially in enterprise environments, conversations typically revolve around capabilities, speed, and accuracy. However, Google’s own research on responsible AI deployment shows that trust is the single strongest predictor of sustained product adoption, outweighing even performance improvements by a factor of 2.3x. ...

Research-backed strategies for building user trust in AI products, drawing from experience at leading tech companies and applicable to enterprise environments like Google.