Meta Platforms has initiated the creation of a customer service division to help those users of its social networks who have seen their posts or accounts deleted unexpectedly.
The company run by Mark Zuckerberg constituted in 2020 the Advisory Council to help decision-making, independently, in the moderation of content of Facebook e Instagram.
Now, Meta has begun to create a customer service division on the recommendation of its Advisory Council, as the company’s vice president, Brent Harrishas advanced to Bloomberg.
This new department, which still in early stage of developmentit will help those users of your social networks who have seen your posts or accounts deleted unexpectedly.
The Advisory Council has stated that it has received more than a million user complaints in relation to this problem. In this sense, Harris has confirmed to the media that the company has invested “a long time” to improve your customer service.
AI, INCREASINGLY PLAYING A LEAD IN DECISIONS
Meta amasses more than 3.6 billion monthly users across all its platforms, according to Statista data for the second quarter of this year. And a recurring complaint among them is, according to Bloomberg, the lack of recourse when their account is blocked, suspended or ‘hacked’.
Precisely, this discontent also stems from the growing role of the Artificial Intelligence (AI) of Meta when it comes to moderating its contents. In this sense, the Facebook help page explains that its teams build machine learning models capable of recognizing elements of a photo or analyzing the text of a publication.
The social network claims that sometimes the content in question requires additional review and its AI sends it to a manual analysis team that makes the final decision. As a result, Facebook ensures that its technology “learn and improve” over time.