As generative AI features became more common in B2B SaaS applications, our Segment observability team wanted to learn more about what it meant for customers to trust AI. Most importantly, the team wanted to know what types of observability and security features we should build to ensure customers would trust our generative AI features.
This research identified requirements for AI trust where Segment was already meeting expectations, as well as areas where Segment could innovate in order to become a market leader. One such feature was goal tracking, which we were already on track to implement in our Predictions product. The findings from this research were also used to create a “Designing for AI” Handbook to help product managers and designers design and evaluate AI features ethically.