It’s clear that AI is right here to remain, with many people (myself included) utilizing AI to assist us enhance the pace and thoroughness of content material creation. Leaving critiques on the services and products we use is one space the place AI may very well be utilized for this goal.
A part of my Product R&D workforce right here at G2 leads overview moderation, verifying each single person overview to make sure belief and authenticity of all critiques in our market. So whereas we in fact acknowledge that AI could make vital and optimistic contributions to the world of critiques in several methods, inauthentic critiques of any variety should not accepted on G2.
Prioritizing genuine suggestions: overview moderation at G2
With over 3 million authorised critiques from actual customers, G2 is the world’s largest and most trusted software program market. Getting so far required onerous work and dedication throughout all of our groups, together with Product Administration, Consumer Lifecycle, Trusty & Security, Engineering, and Strategic Evaluate Consultants. But it surely wouldn’t be attainable with out respecting the facility of unbiased, genuine critiques.
On the coronary heart of all of it, we all know that customers belief the experiences of others, which is why we prioritize the high quality of critiques over amount. Consumers have come to belief G2 for researching and evaluating software program as a result of we do every thing we will to ensure authenticity, akin to:
- Verifying the id of each person on G2
- Leveraging over 43 information factors to evaluate authenticity
- Vetting each overview with a constant and strict guideline
G2 takes an unbiased method to reasonable critiques. It’s our purpose to make sure each overview is the trustworthy opinion of an actual person and their very own expertise with a services or products. We additionally actively monitor for patterns that point out fraudulent habits. When such situations happen, we carry out an intensive audit, take down the critiques in query, and implement changes to our product or working procedures to stop recurrence.
G2’s stance on generative AI and software program critiques
As we proceed to embrace AI to drive extra innovation, whereas making certain authenticity and high quality, G2 now permits AI-assisted and generated critiques—offered they meet verification requirements for critiques collected through Vendor Verified, LinkedIn Verified, or in-app submissions.
Finally, solely reviewers who meet one in all these three verification requirements can use generative AI to generate critiques. This marks an replace to how we take into consideration AI in critiques, reflecting how reviewers naturally share suggestions right now—usually utilizing AI to refine and specific their ideas.
Figuring out how a person is utilizing AI is extremely troublesome. Due to that, we’re opting to concentrate on validation of genuine customers’ and actual utilization and spend money on adopting AI instruments instantly, so we all know how they use them. Take, for instance, G2’s current acquisition of unSurvey to deliver conversational AI to G2 critiques with voice overview assortment and AI transcript-generated critiques. In all of those situations, what customers can anticipate of G2 is that we are going to stand dedicated to making sure G2 stays a platform of actual content material.
Right here’s a bit extra context on how we take into consideration AI-assisted versus AI-generated critiques:
AI-assisted: These are critiques during which an actual person supplies the firsthand draft of their overview (their expertise, insights, scores, and many others) after which makes use of AI instruments solely to shine or make clear their very own phrases. AI-assisted critiques are at all times allowed on G2 when they’re genuine and observe our pointers. Typical AI-assisted duties may embody:
- Grammar, spelling, or punctuation fixes
- Rephrasing sentences for readability or move
- Translating from one other language
- Suggesting synonyms or tightening up the content material construction
Key traits embody:
- Human-first: The core ideas, opinions, and examples come instantly from the reviewer.
- AI as helper: The AI by no means invents new experiences or particulars; it merely refines what the person has already written.
AI-generated: These are critiques the place AI is used to supply the majority of the written content material on behalf of the reviewer, successfully drafting full paragraphs or full narratives primarily based on prompts. These critiques are solely authorised when they’re genuine from the person’s voice and meet one of many three requirements famous above for overview assortment through Vendor Verified, LinkedIn Verified, or in-app submissions. G2 is making certain that in these situations, we all know the person is genuine and trusting them to make use of AI to spotlight their distinctive expertise.
The important thing attribute of those critiques is that they’re ‘AI-first,’ that means the AI writes most or all the overview textual content.
How G2 overview moderation detects AI-generated content material
Our workforce has a rigorous vetting and auditing course of for all new overview submissions. Due to the huge variety of critiques we gather on any given day, we should use a considerate mix of best-in-class expertise and well-trained workforce members with a discerning eye.
G2 makes use of main third-party instruments and providers to detect AI-generated content material in overview submissions. Given our place as an unbiased market, we gained’t tip our hand on the precise applied sciences leveraged.
The instruments at G2’s disposal are enterprise-grade content material detection options that scan and flag AI-generated content material and habits. After flagging this content material, our in-house workforce of moderators critiques these situations together with different elements to validate.
Whereas AI content material detectors and our machine studying mannequin assist flag pretend critiques at scale, we additionally layer within the specialised experience of our moderators to audit critiques that require extra appreciable analysis. Our workforce is expert at figuring out patterns generally related to fraudulent exercise and creating efficient fraud prevention practices.
Evolving our method with trade tendencies and requirements in thoughts
To be essentially the most trusted information supply within the age of AI for informing software program shopping for selections and go-to-market methods, we’re dedicated to evolving our overview moderation method. This implies conserving updated on market tendencies, speaking with communities that assist us keep knowledgeable on how different organizations deter pretend critiques, and extra.
One main approach the struggle in opposition to pretend critiques and testimonials has progressed is with a current ruling by the Federal Commerce Fee (FTC). On August 14, 2024, the Federal Commerce Fee introduced a last rule to fight pretend critiques and testimonials by prohibiting their sale or buy and permitting the company to hunt civil penalties in opposition to realizing violators.
Inside this last rule is an announcement concerning pretend or false buyer critiques, buyer testimonials, and celeb testimonials. The rule states:
The ultimate rule addresses critiques and testimonials that misrepresent that they’re by somebody who doesn’t exist, akin to AI-generated pretend critiques, or who didn’t have precise expertise with the enterprise or its services or products, or that misrepresent the expertise of the particular person giving it. It prohibits companies from creating or promoting such critiques or testimonials. It additionally prohibits them from shopping for such critiques, procuring them from firm insiders, or disseminating such testimonials, when the enterprise knew or ought to have recognized that the critiques or testimonials have been pretend or false.
Concerning this modification, FTC Chair Lina M. Khan shared, “Faux critiques not solely waste folks’s money and time, but additionally pollute {the marketplace} and divert enterprise away from trustworthy opponents. By strengthening the FTC’s toolkit to struggle misleading promoting, the ultimate rule will shield Individuals from getting cheated, put companies that unlawfully sport the system on discover, and promote markets which might be truthful, trustworthy, and aggressive.”
Along with the replace concerning pretend critiques, the rule additionally introduced updates concerning shopping for optimistic or detrimental critiques, company-controlled overview websites, insider critiques and buyer testimonials, overview suppression, and the misuse of faux social media indicators.
Evaluations you may proceed to belief within the age of AI
At G2, we proceed to embrace AI by discovering methods to work smarter and bringing new improvements to the marketplace for software program consumers and sellers. Via this continued age of innovation and evolution, we stay staunchly dedicated to blocking pretend or fraudulent critiques.
AI is right here to assist real customers share their actual software program experiences extra simply, to not bypass our verification requirements. As a result of we imagine within the energy of genuine critiques, you may at all times rely on G2 to champion the voice of the client.
Take a look at G2’s group pointers and overview validity method to learn the way we forestall pretend critiques from our platform.