Meta announced on Thursday the launch of a new consolidated support hub for users of Facebook and Instagram, acknowledging that its previous support systems had not consistently met user expectations. This hub will provide users with tools to report account issues, regain access to locked accounts, and find solutions through an AI-powered search function and an AI assistant.
This new functionality is currently being rolled out globally to Facebook and Instagram users across both iOS and Android applications.
The AI assistant currently undergoing testing aims to deliver more tailored assistance for tasks such as account recovery, profile management, and updating settings. Initially, this specific feature will be available to Facebook users, with plans to expand it to other Meta applications in the future.
Meta asserts that its AI systems are enhancing user account protection, citing a global reduction of over 30% in account hacks across Facebook and Instagram. AI is also deployed to identify and combat various other threats, including phishing attempts, suspicious login activities, compromised accounts, and more.
Furthermore, Meta states that AI has contributed to a record low in accidental account disablements and has accelerated the appeals process when errors occur.
However, this assertion conflicts with the experiences of thousands of Meta app users who report losing access to their accounts or Facebook Pages due to system errors. Some speculate that AI itself is responsible for these issues, as the mistakes and subsequent support requests often appear to lack human oversight. A number of these users are contemplating or have initiated legal action, particularly when losing their accounts adversely affects their businesses or livelihoods.
The severity of the situation has led to the establishment this year of a dedicated Reddit forum to assist individuals pursuing lawsuits against Meta over their disabled accounts.
Meta believes this new hub can mitigate such issues by centralizing account recovery options and providing a more streamlined experience with clearer guidelines and simpler verification procedures. Moreover, Meta promises the system will send improved SMS and email alerts regarding risky activities, better recognize user devices, and connect users with additional security tools like security checkups, two-factor authentication, or passkey setup.
Account recovery methods now also include the option to submit a voluntary selfie video for identity verification.
While Meta claims the new hub will simplify things for users, merely reorganizing where settings and help functions are located can cause confusion. Over the years, Meta has frequently moved crucial areas such as its account settings, data management tools, and privacy features, ostensibly to improve user experience. However, these continuous alterations mean users often struggle to recall where to find specific features within the app, as menus and navigation frequently change.
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