Meta makes it easier to access account support with a new unified help center on Facebook and Instagram

Meta has announced improvements to accessing account support on Facebook and Instagram, with a new unified help center, artificial intelligence (AI)-powered assistance, and more streamlined account recovery processes.

The company that owns Instagram and Facebook has recognized that, although they work to protect user accounts by strengthening security and offering help through account support, they have not always met users’ expectations and needs.

Within this framework, Meta has announced some improvements to facilitate the support experience, with new ways to get assistance for accounts through a new unified help center on Facebook and Instagram that brings all the tools together in one space.

As explained in a statement, this new help center allows users to report any problem with their account, as well as find quick answers to any incident with the AI-based Meta search, among other new features.

Thus, Meta has indicated that improvements to account support have already begun to be launched globally for the Facebook and Instagram applications, both in their versions for iOS and Android.

Following this line, the company has also announced that it has begun testing a support assistant with AI, with which it aims to offer instant and personalized help for each user, available 24 hours a day.

This wizard may offer help recovering an account, as well as instructions for updating settings or managing your profile. However, the company has clarified that it is beginning to be tested first on Facebook globally, although it is also exploring its implementation in other applications in the future.

EASIER ACCOUNT RECOVERY

In addition to all this, the company led by Mark Zuckerberg has also shared that they are improving security systems with AI. This system is in operation throughout the day and is based on a method to detect and block possible threats, such as ‘hacking’ and ‘phishing’, by analyzing different signals in real time, which differentiate between use by legitimate users or use by attackers.

For example, they block suspicious logins or mark accounts as compromised before they can do damage. As a result of this system, Meta has indicated that it has managed to reduce attacks on new accounts on Facebook and Instagram by more than 30 percent globally.

However, on some occasions, the AI ​​security system has caused accounts to be deactivated by mistake. Thus, to avoid these situations, the company has also clarified that the latest advances in AI implemented in this system have helped reduce these failures and that it has improved the appeals process so that users can claim to recover their account more quickly and easily.

Specifically, the appeals process on Facebook and Instagram now has fewer steps and AI assistance for eligible cases, allowing for a faster decision, easing waiting time.

Additionally, Meta has specified that users will now see “correct recovery options at the right times” and that it will send improved SMS and email alerts about at-risk activities. Likewise, the recognition system for the commonly used device and familiar locations has been improved.

Users also have more recovery methods available, including an option to take a ‘selfie’ video to further verify the identity in question.