- Meta Platforms has introduced a new artificial intelligence tools aimed at improving both user support and digital safety across its platforms, including Facebook and Instagram
- The tool is designed to offer 24/7 assistance, ensuring users can access help at any time without relying on traditional customer support channels
- The initiative reflects Meta’s strategy to combine AI speed, scalability, and efficiency with human expertise to create a safer, more responsive, and user-friendly digital environment
Meta Platforms has unveiled a suite of new artificial intelligence tools aimed at improving user support and strengthening safety across its platforms, including Facebook and Instagram.
Central to the update is the global rollout of the Meta AI support assistant, a tool designed to provide round-the-clock assistance for users facing account-related challenges such as password recovery, privacy adjustments, and profile management.
The company explained that the assistant is built to fully resolve issues rather than offer partial guidance.
“When you have an account issue, you need a solution, not just a suggestion,” Meta said.
The AI assistant can handle a wide range of tasks, including reporting scams and impersonation accounts, flagging harmful content, explaining content removal decisions, guiding users through appeals, and assisting with account security features.
It also manages privacy settings and profile updates, delivering responses in under five seconds, significantly faster than traditional support systems.
Meta noted that user feedback so far has been largely encouraging.
The company added that it plans to expand the assistant’s capabilities to cover more account access scenarios and additional languages, making support more accessible globally.
Beyond customer support, Meta is also deploying more advanced AI systems to strengthen content moderation.
According to the company, these systems can block thousands of scam attempts daily, cut impersonation of high-profile accounts by more than 80 per cent, and detect twice as much adult sexual solicitation content while reducing errors by 60 per cent.
The AI also identifies fake websites and subtle account breaches, while supporting 98 per cent of languages used online and adapting to cultural nuances, slang, and emojis.
Despite these advancements, Meta stressed that human oversight remains essential.
“People will continue to play a key role in high-risk decisions, while AI handles repetitive or rapidly evolving threats,” the company said.
By blending the speed and efficiency of AI with human expertise, Meta aims to deliver faster support, reduce harmful content, and create a safer, more reliable experience for users across its platforms.