If you have encountered problems with your Facebook or Instagram account, users can understand the frustration of having to seek support. The platform's automated process is considered ineffective in many cases.
Meta now says it is working to address these long-standing issues. In a new announcement, the company admitted that support has not met expectations and announced a series of new AI-based updates to make it easier for users to access help.
Meta is rolling out a new support center on Facebook and Instagram, which brings all the support features together into a single interface.
The center also integrates an AI chatbot, allowing users to ask questions related to Meta's account or policy incidents. However, the in-app support center will have difficulty promoting its effectiveness if users lose access to their accounts. Meta representative said that the non-app account recovery tool will still support this case.
Reclaiming hacked accounts has long been a problem that has caused discomfort to Facebook and Instagram users. Meta said that this process is now improved thanks to better email warnings, messages, and an AI system that can recognize familiar devices and login locations.
The new account recovery experience will be adjusted to each situation, providing clearer instructions and simpler verification, Meta said.
Meta has also begun testing a new AI-enabled assistant on Facebook, promising to provide immediate, personalized support for issues like account recovery or personal information management.
