Meta updates Facebook and Instagram support with AI

Meta promised to resolve issues with its Facebook and Instagram user support. In a new update, the company admitted: "our support hasn't always met expectations." Artificial intelligence will now be involved in processing requests.

What is known

A centralized support hub will appear on both platforms, a new section where all help tools are collected. It will feature an AI-based chat that will answer typical questions about accounts or company policy.

For users who cannot log into their account, external access recovery tools remain available. Meta claims to have improved this process: the system now sends clearer email and SMS notifications, and better recognizes familiar devices and login locations.

Additionally, new identity verification methods have been added, including video selfies.

Facebook is already testing a new AI assistant, designed to provide "instant personalized assistance" in matters of account recovery or profile setup. However, it currently only works for a limited group of users within the new support hub.

Meta also confirmed that thanks to the new solutions, in 2025, the number of successful account recoveries in the US and Canada increased by over 30%.

Source: Meta