Meta is tackling its notorious support problems head-on with the help of AI.
If you’ve ever run into an issue with Facebook or Instagram, you know just how painful the support process can be. The automated systems have been so unreliable that some people have even found suing Meta in small claims court to be a more dependable way to get help.
Meta now says it’s addressing these long-standing shortcomings. In a recent update, the company acknowledged that its support “hasn’t always met expectations” and announced a series of AI-powered improvements designed to make it easier for users to get assistance.
A central part of this effort is the rollout of a new “support hub” on Facebook and Instagram. This hub is meant to consolidate all support features into one place and will include a new AI chat to answer questions about account issues or Meta’s policies. However, an in-app hub isn’t much help if you can’t access your account. Meta points to an external account recovery tool as another path back into an account.
Recovering access to hacked accounts has long been painful for Facebook and Instagram users. Meta now says it has improved the process with better email and text alerts. AI also helps the system recognize devices and locations you’ve used frequently. The company describes the recovery experience as more tailored, with clearer guidance and simpler verification. It’s also adding an optional selfie video as an additional verification step.
In addition, Meta is testing an “AI support assistant” on Facebook that aims to provide instant, personalized help for issues like account recovery or profile management. Exactly how this will work remains unclear, and it isn’t guaranteed to connect users with a human representative. For now, the most dependable way to reach live support is through a Meta Verified subscription, though many users report that the chat-based service struggles with more complex problems.
A Meta spokesperson notes that the assistant is in early testing and currently available only to a subset of Facebook users worldwide. Those participating in the test can access it via the app’s new support hub.
Meta claims these improvements have already made a difference in hacked-account recoveries. The company says this year it has increased the relative success rate of hacked account recovery by more than 30% in the United States and Canada.
Would you trust AI-driven support to handle tricky account issues, or would you still prefer speaking with a human? Share your thoughts below.
