Unit cost
€1.50 – €4.50 per Trust & Safety case handled
Methodology v1.0. Counted once per Trust & Safety case handled regardless of which capability handled it.
Run the trust-and-safety queue end-to-end — report classification and routing, dispute resolution against policy, listing-quality audits on cadence, and fraud-signal review with escalation — with reviewer sign-off on policy-sensitive outcomes.
Scoped like a T&S specialist hire, priced per case handled, anchored to a fully-loaded EUR 55-75k benchmark.
Response time
sub-minute on routine reports
Accuracy target
92-96%
Escalation cap
under 4 hours on reviewer review
Priced per business action
Range reflects case complexity. Low end is routine report triage and standard listing audit; high end is full dispute resolution with policy application or fraud-signal review with cross-case pattern context.
Unit cost
€1.50 – €4.50 per Trust & Safety case handled
Methodology v1.0. Counted once per Trust & Safety case handled regardless of which capability handled it.
Human-equivalent reference
T&S Specialist
EU mid-market
Benchmarked against EU mid-market trust-and-safety specialist roles. Fully loaded includes salary, benefits, case-management and moderation tooling, management overhead, and first-year ramp.
Live calculator
Demo projection · Methodology v1.0
Capabilities
Activate the capabilities that match your largest repetitive categories. Start with the default set; expand as you prove each one. Metered unit is the role's — adding capabilities never changes the per-action price.
Classifies inbound user reports and routes against the policy taxonomy.
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Resolves disputes against policy with citation and reviewer sign-off on sensitive outcomes.
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Runs listing-quality audits on cadence against the audit rubric.
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Reviews fraud flags and escalates severity-sensitive cases with context.
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Scenarios
Three business shapes we see most often. Costs are computed from €1.50 – €4.50 per Trust & Safety case handled and a fully-loaded T&S Specialist benchmark.
Scenario 1 · Marketplaces · 200-500
700 Trust & Safety cases handled / month
Starting capabilities
Situation
A 350-person two-sided marketplace runs 700 T&S cases a month. Reports pile up by end of week. Fraud flags age in the dashboard. Reviewers context-switch across ten surfaces.
Agent fit
Trust & Safety Specialist activates report triage and fraud-signal review. Reports classify in minutes; fraud flags get reviewed daily; reviewers shift to policy-ambiguous and high-value work.
Outcome
Expected outcomes at this volume: report-handle time down 60-80%, fraud-flag review daily on schedule, reviewer hours recovered weekly.
Scenario 2 · eCommerce · 300-800
1,500 Trust & Safety cases handled / month
Starting capabilities
Situation
A 600-person eCommerce platform runs 1500 T&S cases a month across reports, disputes, listing audits, and fraud flags. Dispute cycles run 3-5 days. Listing-quality audits slip. Fraud review lags.
Agent fit
Trust & Safety Specialist activates all four capabilities. Triage lands in minutes; disputes resolve with policy citations; listing audits run on cadence; fraud review runs daily.
Outcome
Expected outcomes: cycle-time reduction 50-65%, dispute cycle 50-70% faster, listing-audit coverage on schedule, fraud-flag review daily.
Scenario 3 · Subscriptions · 40-100
300 Trust & Safety cases handled / month
Starting capabilities
Situation
A 60-person subscriptions platform runs 300 T&S cases a month. Reports queue up across weekends. Disputes cycle 3-5 days as policy references get pieced together by hand. A single reviewer carries the operation.
Agent fit
Trust & Safety Specialist activates report triage and dispute resolution. Reports classify in minutes with policy citations; disputes resolve with cited reasoning; the reviewer shifts to policy-ambiguous and high-value work.
Outcome
Expected outcomes at this volume: report-handle time down 60-80%, dispute cycle 50-70% faster, reviewer hours recovered weekly.
Scenario 4 · Marketplaces · 500-1000
4,500 Trust & Safety cases handled / month
Starting capabilities
Situation
A 700-person marketplace runs 4500 T&S cases a month across reports, listing-quality audits and fraud flags. Seasonal volume breaks coverage. Listing audits slip. Fraud flags sit in the dashboard overnight.
Agent fit
Trust & Safety Specialist activates report triage, quality audit and fraud-signal review. Triage runs to policy in minutes; listing audits run on cadence; fraud flags get reviewed daily with context attached for reviewers.
Outcome
Expected outcomes: cycle-time reduction 50-65%, listing-audit coverage on schedule, fraud-flag review daily, reviewer hours recovered weekly.
Case cycle time
50-65% faster on routine cases
Report-handle time
60-80% faster
Dispute-resolution cycle
50-70% faster
Fraud-flag review cadence
Daily on schedule
Weekly maintenance
3-5 hours
Policy-citation completeness
every decision logged with policy reference
How it works
Workflow summary
The agent picks up cases from triggers — inbound report, dispute filed, audit window, fraud signal — classifies, resolves or routes, and surfaces patterns for reviewer sign-off.
Exceptions
Policy-ambiguous reports, high-value disputes, account-suspension decisions, and severity-sensitive fraud flags route to the reviewer with annotated context.
When humans step in
Humans step in on policy ambiguity, account suspensions, repeat-offender actions, high-value disputes, and severity-sensitive fraud.
Connected systems
Agent operates inside case management, report-intake systems, fraud-signal platforms, content-moderation tooling, and messaging. Triages reports against the policy taxonomy, resolves disputes, runs listing-quality audits, and reviews fraud signals — logs every action with policy citation and audit trail.
Data inputs
Case records, policy taxonomy, user history, listing data, fraud signals. Writes case outcomes, dispute resolutions, audit findings, and fraud-flag decisions back to source systems with policy citations.
Decision logic
Uses policy taxonomy, dispute-resolution logic, listing-quality rubric, and fraud-signal thresholds to decide auto-action, route-to-reviewer, or escalate.
Readiness
Case-management system wired, policy taxonomy loaded, fraud-signal feed connected, reviewer cover agreed.
Integrations
No new systems to learn. The role connects to the platforms your team already uses.
What "working" looks like
Case cycle-time cut target range
50-65% faster
Median handle time across routine trust-and-safety cases.
Source · Case-management report
Report-handle time cut target range
60-80% faster
Median time from inbound report to classification and routing.
Source · Case-management report
Dispute-resolution cycle cut target range
50-70% faster
Median time from dispute intake to policy-cited decision.
Source · Case-management report
Fraud-flag review on cadence
Daily on schedule
Share of fraud flags reviewed within the daily cadence window.
Source · Agent execution log
Governance & compliance
AI Act posture
Subject to full EU AI Act conformity assessment, risk management, logging, human oversight, and post-market monitoring obligations.
GDPR legal basis
Legitimate interest
DPIA
Recommended before deployment. We'll run one as part of the Launch Program.
Questions we get
An AI role priced per case handled. It triages inbound user reports against the policy taxonomy, resolves disputes with policy citation, runs listing-quality audits on cadence, and reviews fraud signals with escalation. Same scope as a T&S specialist hire, priced per case.
Pure usage: EUR 1.50-4.50 per case handled. Launch fee covers case-management integration, policy-taxonomy mapping, dispute-workflow design, listing-quality rubric, and fraud-signal threshold calibration.
Cinder is the primary case-management target. Sift handles fraud signals. Hive is supported for automated content moderation. Zendesk and Stripe slot in for adjacent case and transaction context.
On policy-ambiguous reports, high-value disputes, account-suspension decisions, repeat-offender actions, and severity-sensitive fraud flags. Reviewers keep the final word on every policy call with consequence.
Policy-ambiguous cases escalate to the reviewer with full context — report text, user history, prior resolutions, and the specific policy clause the case sits between. The agent never auto-resolves ambiguous policy calls.
Typical 28-42 days. Faster with a documented policy taxonomy, an agreed dispute workflow, and a case-management system already wired.
Chat opens with your role context already loaded. Scope a launch set of capabilities, review integrations, and get a timeline in one conversation.