Meta Introduces Updates To Improve Account And Security Support Services

Meta admits that previous services often failed to help users (photo: dock. pexels)

JAKARTA Meta has finally taken big steps to fix the user support experience on its two major platforms, Facebook and Instagram.

The company confirms that it is reshuffling the total aid system which for years has been considered slow, confusing, and nearly unreliable. Especially when users face serious problems such as account hacking or difficulty accessing their profiles again.

Meta admits that previous services often failed to help users, and these new updates are claimed to be the answer to the long frustration of millions of people.

In its latest report, Meta explains that it has created an integrated support center that will appear on Facebook and Instagram. Through this center, users can report problems, find guides, or find solutions without having to move menus or rely on support forms that are notoriously intuitive.

The new system also takes advantage of artificial intelligence-based searches designed to provide faster, more relevant, and targeted answers.

Meta also admits that previous support systems are often considered unreliable either because of slow responses, complicated processes, as well as unclear how to contact human assistance. With this update, Meta seeks to create a clearer and more trustworthy help path.

In addition to an all-integrated support center, the company is now testing its AI assistant on Facebook. The assistant is designed to provide direct and personal assistance to various needs, from restoring accounts to helping users adjust privacy and security settings. Meta opens the possibility to expand this feature to other apps after testing results evaluation.

Furthermore, this update highlights increasing Meta's focus on account security. The company reported that the number of hacked accounts fell more than 30 percent in the past year.

Meta attributes this significant drop to the advancement of AI technology which is now capable of monitoring suspicious behavior, blocking unusual login attempts, and tagging accounts at risk before losses occur. These measures are claimed to be part of the company's proactive approach to prevent problems before developing.

AI is also now a direct part of the account recovery process. Through AI assistants, users can receive clearer recovery steps, get warnings about risky activities, and enjoy a more accurate system in recognizing trusted devices.

Meta also introduces additional authentication methods in the form of selfie video uploads for users who have difficulty accessing accounts through traditional methods. This method provides alternative options when the system automatically detects unusual recovery efforts or account owner information cannot be verified with a standard mechanism.

With this series of updates, Meta affirms its ambition to turn support services into something that users around the world are always available, responsive, and reliable.

The company stressed that while AI will be the first entry point into support services, human presence remains maintained for cases requiring deeper intervention.

Meta hopes that this combination of artificial intelligence and a neater line of support can restore public trust while providing a much better experience than the old system that has been reaping widespread complaints.