UserTesting’s AI Philosophy

AI is already reshaping the way we work and interact, offering profound opportunities to transform society. Our vision extends beyond commercial success—it's about crafting a future where AI helps us all:

• Create great new experiences. Leverage AI to provide deeper insights, streamline testing, and craft richer experiences.
• Take advantage of new ways to work. Use AI to uncover new opportunities and solutions that enable you to stand out in a competitive market.
• Increase efficiency. Improve quality and turnaround time by empowering employees with high-quality assistance.
• Drive growth. Transform challenges into opportunities, fostering a culture of continual learning and improvement.
• Improve everyone’s work. Ensure every employee is equipped with the tools, training, and resources to thrive in an AI-enhanced environment.
• Lead responsibly. Build trust by navigating the AI transformation with empathy, integrity, transparency, and a steadfast commitment to safety.

We aim to be your trusted partner in making the AI transformation, by helping you to navigate the AI opportunity, perfect your AI-driven experiences, and embrace the power of AI in your experience creation process. The steps we’re taking include:

• We’re adding AI features to our products aggressively, to increase your productivity and empower every decision-maker in your company to get fast feedback from customers and make better decisions in real time.
• We’re building expertise in AI transformation. Our professional services team is partnering with our customers and AI leaders to identify best practices and opportunities for creating great experiences through AI. We’re a hub for shared innovation.
• We’re using UT as a laboratory for AI adoption. We’re driving rapid adoption of AI by our own employees, in a centrally coordinated process that helps us guide you on best practices and pitfalls. The majority of our employees use AI every work day, so we can advise you about AI from personal experience with our own business practices.
• We’re leading research into the impact of AI. Using our own solution, we’re directly tracking customer attitudes and reactions to AI, and sharing those findings with you to help you produce great AI-enhanced products quickly.

Safety and security lie at the heart of our AI strategy. We handle data with the utmost care and responsibility, including:

• We respect data ownership and consent. We will never use data that we do not own or that has not been explicitly consented for use. Our stringent data governance policies ensure that every piece of information is treated with respect and confidentiality.
• We’re led by clear usage guidelines. All AI initiatives at UserTesting are governed by strict usage guidelines designed to protect sensitive information and ensure that AI tools are used in a safe, ethical manner.
• We practice continuous oversight. We are committed to ongoing monitoring and adaptation of our practices, ensuring our security protocols keep pace with technological advancements and emerging threats.
• We guard against bias. Like the Internet itself, AI is at risk of stereotyping people. We’re committed to best practices that minimize bias and enable you to get feedback that reflects the genuine voices of regular human beings in all their diversity.

The true power of AI lies in democratizing access to it and broadening participation. We’re inspired by Reid Hoffman’s view that AI is not merely a tool, but a partner that can help people to improve their lives, and to improve society as a whole. In this spirit, we commit to:

• Broad participation. We include diverse perspectives in our AI tools, ensuring that innovation is informed by real-world usage and collective wisdom.
• Iterative improvement. We champion iterative, feedback-driven AI development, one that values continuous learning, adaptability, and practical experience.
• Balance innovation and regulation. While we drive rapid innovation, we also recognize the need for robust governance. Our approach balances the freedom to innovate with the responsibility to implement safeguards that protect all stakeholders.

We’re not merely adopting AI—we’re working with you to shape an AI-powered future that works for customers, employees, investors, and society. By applying human insight to the opportunities and challenges of AI, and partnering with you to implement it responsibly, we are together transforming the way people work and innovate, creating a better future for everyone.