It’s clear that AI is right here to remain, with many people (myself included) utilizing AI to assist us enhance the velocity and thoroughness of content material creation. Leaving opinions on the services and products we use is one space the place AI could possibly be utilized for this goal.
A part of my Product R&D workforce right here at G2 leads evaluation moderation, verifying each single person evaluation to make sure belief and authenticity of all opinions in our market. So whereas we after all acknowledge that AI could make important and constructive contributions to the world of opinions in several methods, inauthentic opinions of any variety are usually not accepted on G2.
Prioritizing genuine suggestions: evaluation moderation at G2
With over 3 million accepted opinions from actual customers, G2 is the world’s largest and most trusted software program market. Getting up to now required laborious work and dedication throughout all of our groups, together with Product Administration, Consumer Lifecycle, Trusty & Security, Engineering, and Strategic Overview Consultants. Nevertheless it wouldn’t be potential with out respecting the ability of unbiased, genuine opinions.
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 opinions over amount. Patrons have come to belief G2 for researching and evaluating software program as a result of we do the whole lot we will to ensure authenticity, equivalent to:
- Verifying the id of each person on G2
- Leveraging over 43 knowledge factors to evaluate authenticity
- Vetting each evaluation with a constant and strict guideline
G2 takes an unbiased method to reasonable opinions. It’s our intention to make sure each evaluation is the sincere 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 a radical audit, take down the opinions in query, and implement changes to our product or working procedures to stop recurrence.
G2’s stance on generative AI and software program opinions
As we proceed to embrace AI to drive extra innovation, whereas guaranteeing authenticity and high quality, G2 now permits AI-assisted and generated opinions—supplied they meet verification requirements for opinions collected through Vendor Verified, LinkedIn Verified, or in-app submissions.
In the end, solely reviewers who meet one in every of these three verification requirements can use generative AI to generate opinions. This marks an replace to how we take into consideration AI in opinions, reflecting how reviewers naturally share suggestions immediately—usually utilizing AI to refine and categorical 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 immediately, so we all know how they use them. Take, for instance, G2’s latest acquisition of unSurvey to carry conversational AI to G2 opinions with voice evaluation assortment and AI transcript-generated opinions. In all of those situations, what customers can count on of G2 is that we’ll 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 opinions:
AI-assisted: These are opinions wherein an actual person supplies the firsthand draft of their evaluation (their expertise, insights, scores, and so on) after which makes use of AI instruments solely to shine or make clear their very own phrases. AI-assisted opinions are at all times allowed on G2 when they’re genuine and observe our pointers. Typical AI-assisted duties would possibly embrace:
- Grammar, spelling, or punctuation fixes
- Rephrasing sentences for readability or circulation
- Translating from one other language
- Suggesting synonyms or tightening up the content material construction
Key traits embrace:
- Human-first: The core ideas, opinions, and examples come immediately 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 opinions the place AI is used to provide the majority of the written content material on behalf of the reviewer, successfully drafting full paragraphs or full narratives primarily based on prompts. These opinions are solely accepted when they’re genuine from the person’s voice and meet one of many three requirements famous above for evaluation assortment through Vendor Verified, LinkedIn Verified, or in-app submissions. G2 is guaranteeing that in these situations, we all know the person is genuine and trusting them to make use of AI to focus on their distinctive expertise.
The important thing attribute of those opinions is that they’re ‘AI-first,’ which means the AI writes most or all the evaluation textual content.
How G2 evaluation moderation detects AI-generated content material
Our workforce has a rigorous vetting and auditing course of for all new evaluation submissions. Due to the huge variety of opinions we accumulate on any given day, we should use a considerate mix of best-in-class know-how and well-trained workforce members with a discerning eye.
G2 makes use of main third-party instruments and companies to detect AI-generated content material in evaluation submissions. Given our place as an unbiased market, we received’t tip our hand on the particular 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 opinions these situations together with different components to validate.
Whereas AI content material detectors and our machine studying mannequin assist flag faux opinions at scale, we additionally layer within the specialised experience of our moderators to audit opinions 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 probably the most trusted knowledge supply within the age of AI for informing software program shopping for choices and go-to-market methods, we’re dedicated to evolving our evaluation moderation method. This implies conserving updated on market tendencies, speaking with communities that assist us keep knowledgeable on how different organizations deter faux opinions, and extra.
One main approach the struggle in opposition to faux opinions and testimonials has progressed is with a latest ruling by the Federal Commerce Fee (FTC). On August 14, 2024, the Federal Commerce Fee introduced a closing rule to fight faux opinions and testimonials by prohibiting their sale or buy and permitting the company to hunt civil penalties in opposition to understanding violators.
Inside this closing rule is an announcement concerning faux or false buyer opinions, buyer testimonials, and movie star testimonials. The rule states:
The ultimate rule addresses opinions and testimonials that misrepresent that they’re by somebody who doesn’t exist, equivalent to AI-generated faux opinions, or who didn’t have precise expertise with the enterprise or its services or products, or that misrepresent the expertise of the individual giving it. It prohibits companies from creating or promoting such opinions or testimonials. It additionally prohibits them from shopping for such opinions, procuring them from firm insiders, or disseminating such testimonials, when the enterprise knew or ought to have recognized that the opinions or testimonials had been faux or false.
Concerning this alteration, FTC Chair Lina M. Khan shared, “Pretend opinions not solely waste folks’s money and time, but in addition pollute {the marketplace} and divert enterprise away from sincere opponents. By strengthening the FTC’s toolkit to struggle misleading promoting, the ultimate rule will defend People from getting cheated, put companies that unlawfully recreation the system on discover, and promote markets which can be honest, sincere, and aggressive.”
Along with the replace concerning faux opinions, the rule additionally introduced updates concerning shopping for constructive or unfavorable opinions, company-controlled evaluation websites, insider opinions and buyer testimonials, evaluation suppression, and the misuse of pretend social media indicators.
Opinions you’ll be able to 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 patrons and sellers. Via this continued age of innovation and evolution, we stay staunchly dedicated to blocking faux or fraudulent opinions.
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 consider within the energy of genuine opinions, you’ll be able to at all times rely on G2 to champion the voice of the client.
Try G2’s group pointers and evaluation validity method to learn the way we forestall faux opinions from our platform.
