Meta is consolidating support resources for Facebook and Instagram into a single hub, aiming to streamline user assistance. The new centralised hub, which is rolling out globally on iOS and Android, provides access to security tools and account recovery options. Meta is also testing an AI support assistant designed to answer questions, triage issues, and guide users through processes like password resets and profile management.
The AI assistant will serve as the first point of contact, directing users to the appropriate forms when human review is necessary. Meta is initially focusing the AI assistant on high-friction areas such as account recovery and page access disputes. This initiative also ties into Meta's paid Meta Verified service, offering faster support for eligible accounts. Meta reports a 30% decrease in account compromises due to AI systems that flag phishing attempts and unusual logins.
