If you've ever had something go wrong with your Facebook or Instagram account, then you probably have a good idea of just how frustrating the support process can be. The company's automated processes are so broken that some people have found that suing Meta in small claims court can be a more reliable way of getting help from the company.

Now, Meta says it's trying to address some of these longstanding issues. In an update, the company acknowledged that its "support hasn’t always met expectations" but that a series of AI-powered updates should make it easier for people to get help. 

The company is rolling out a new "support hub" on Facebook and Instagram that is meant to bring all of its support features into one place. The hub will also have a new AI chat feature so users can ask questions about account issues or Meta's policies. An in-app support hub might not be that helpful if you can't access your account, though. A Meta spokesperson pointed to its external account recovery tool, which is meant to help people get back into their accounts. 

Recovering hacked accounts has long been a pain point for Facebook and Instagram users. But Meta says that it's now improved the process with better email and text alerts. AI has also helped the company's systems detect devices and locations you've frequently used in the past. "Our new account recovery experience adjusts to your particular situation with clearer guidance and simpler verification," Meta writes. "We’ve also expanded recovery methods to include taking an optional selfie video to further verify your identity."

Meta is also starting to test a new "AI support assistant" on Facebook that can provide "instant, personalized help" for issues like account recovery or managing your profile. It's not clear how this will work, or if it will enable people to talk to an actual person who works for Meta. For now, the most reliable way to access live support is via a Meta Verified subscription, though many users report that the chat-based service isn't able to help with more complex issues.

A Meta spokesperson said that the assistant is in the "early stages of testing" and is currently only available to some Facebook users globally. Those who are part of the test can find it via the app's new support hub. 

According to Meta, these improvements have already shown some success in helping people get back into hacked accounts. The company says that this year it has "increased the relative success rate of hacked account recovery by more than 30% in the US and Canada."

This article originally appeared on Engadget at https://www.engadget.com/social-media/meta-says-its-fixing-its-broken-support-system-with-the-help-of-ai-185348328.html?src=rss

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The Oversight Board is getting ready to tackle a new pain point for Facebook and Instagram users. Up to now, users have been able to appeal content moderation decisions related to specific posts to the board, but haven't been able to ask the group to intervene in other situations that affect their accounts. 

That could soon change. The board says that it will weigh in on individual account-level penalties in a pilot next year. The board noted the change in an impact report recapping its five-year history and what lies ahead in the year to come. "In 2026, our scope expands once more as we pilot the ability to review Meta’s decisions removing and impacting accounts, something that has created ongoing frustration for platform users," the report says. 

It's not clear how this process will work, but if the board plans to take on account-level issues like suspensions, it would be a significant expansion of its purview. In an interview with Engadget, board member Paolo Carozza said that Meta is expected to refer a case to the board in January that will deal with an account-level issue. The handling of that case will allow the board to explore how it might take on similar cases in the future. 

"We're really excited to take it on because we think it's an important area that really affects a lot of users and their interests," he told Engadget. "We all know how many people are constantly coming forward complaining about account-level restrictions or blocking or whatever else, and so if we get it right — and it's going to be important to work it out this first pilot — we're really optimistic that it's going to help open up a whole new avenue for us to be helpful to the users of [Meta's] platforms."

Carozza added that there are a number of "technical aspects" and other questions still being worked out between the board and Meta. So for now, it's too soon to say whether there will ever be an official appeals process for suspensions, like there currently is for post removals. But he says Meta is equally invested in the effort. "It's something we've been talking about with Meta for well over a year," he said. "They've been expressing an openness and a willingness to give us access to those kinds of questions."

The Oversight Board's report hints at another way its influence could potentially expand. It notes that the group's work has made it "well-positioned to partner with a range of global tech companies as they navigate issues arising from free speech debates globally." Both Meta and Oversight Board officials have previously floated the idea that "other companies" might want to take advantage of its expertise. 

Up to now, most other platforms have had little incentive to do so. But Carozza says the rise of generative AI has created some new interest from non-Meta affiliated platforms, and that there have been "really preliminary" conversations with other companies. "It feels like quite a different moment now, largely because of generative AI, LLMs, chatbots [and] the way that a variety of retail-level users of these technologies are facing a whole new set of challenges and harms that's attracting a lot of scrutiny," he said. "We have had conversations in recent months with other tech companies in this space about the possibility that the board might be able to contribute helpful services to them to help navigate some of these really thorny questions."

This article originally appeared on Engadget at https://www.engadget.com/big-tech/metas-oversight-board-wants-to-expand-its-powers-in-2026-100000385.html?src=rss

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Apple has tapped AI researcher Amar Subramanya, a longtime Google exec who was most recently corporate vice president of AI at Microsoft, as its new VP of AI. The company also announced that current AI exec, John Giannandrea, will retire in 2026.

Subramanya, who Apple describes as a "renowned AI researcher," spent 16 years at Google, where he was head of engineering for Gemini. He left Google earlier this year for Microsoft. In a press release, Apple said that Subramanya will report to Craig Federighi and will "be leading critical areas, including Apple Foundation Models, ML research, and AI Safety and Evaluation." 

It's not entirely surprising that Apple is shaking up its AI leadership. Giannandrea joined Apple in 2018 after a stint at Google that included VP of search. While his hiring was seen as a major coup for Apple at the time, the company has faced some significant setbacks since. Most notably, its failure to deliver a more personalized, AI-centric version of Siri that it previewed last year. Giannandrea, who oversaw Siri for years, has shouldered much of the blame for the delays. Bloomberg reported earlier this year that Apple CEO Tim Cook had "lost confidence in the ability of AI head John Giannandrea to execute on product development" and put other executives in charge of Siri instead. 

In a statement, Cook said he was "thankful" for Giannandrea's contributions to the company and credited Federighi with pushing the revamped Siri forward. "In addition to growing his leadership team and AI responsibilities with Amar’s joining, Craig has been instrumental in driving our AI efforts, including overseeing our work to bring a more personalized Siri to users next year.”

This article originally appeared on Engadget at https://www.engadget.com/big-tech/apple-hires-google-veteran-as-its-new-vice-president-of-ai-234820021.html?src=rss

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