Today, we are excited to announce the launch of new AI tools on our Facebook and Instagram apps to enhance support and content enforcement for our users. As technology continues to advance, we are leveraging AI in various ways to provide you with reliable assistance and to detect and address severe violations such as scams more efficiently.
Introducing the Meta AI Support Assistant on Facebook and Instagram:
In December, we gave a sneak peek of the Meta AI support assistant, a tool designed to offer 24/7 support for a wide range of issues at any time. Now, we are rolling out this feature globally on the Facebook and Instagram apps for both iOS and Android, as well as within the Help Center on Facebook and Instagram on desktop. This support assistant comes with enhanced capabilities and features to assist you better.
When you encounter an account-related problem, you need a solution, not just suggestions. The Meta AI support assistant is tailored to help you resolve account issues from start to finish. It can provide answers to various questions, such as those related to notification settings or new features. Additionally, it can take action on a growing set of requests directly within Facebook and will soon be available on Instagram. Some of the tasks it can help with include reporting scams, managing privacy settings, resetting passwords, and updating profile settings.
Accessing support should be easy, and with the Meta AI support assistant integrated into Facebook and Instagram, help is just a tap away. The assistant can respond to requests in under five seconds, significantly reducing wait times compared to traditional help center searches. User feedback has shown a positive experience with the Meta AI support assistant, and it is now available in all languages supported by Facebook and Instagram for support topics.
We have also begun rolling out the support assistant to individuals who require assistance with logging into their Facebook and Instagram accounts, starting with select cases in the US and Canada. Our aim is to expand this service to more countries and other types of account access situations in the near future. By investing in AI-powered tools, we are striving to make support more accessible, reliable, and effective for our users.
Improving Content Enforcement with Advanced AI:
Last year, we shared the positive outcomes of the changes we made to enhance content enforcement on our platforms, focusing on preventing illegal and severe content such as terrorism, child exploitation, drugs, fraud, and scams. Building on this progress, we have been experimenting with more advanced AI systems for content enforcement to further enhance our capabilities. These systems are designed to identify violations more accurately, prevent scams, and respond swiftly to real-world events with fewer errors.
Early tests of these advanced AI systems have shown promising results. They can reduce scam attempts, prevent impersonation of celebrities, identify violating content more effectively, detect suspicious account activity, and recognize fake sites. These systems can operate in languages spoken by 98% of people online and can adapt to understand cultural nuances and regional variations rapidly.
A Smarter Approach:
Over the next few years, we plan to deploy these advanced AI systems across our apps once we have confirmed their consistent performance in comparison to our current enforcement methods. This shift will enable us to reduce reliance on third-party vendors for content enforcement and focus on strengthening our internal systems and workforce. While human reviewers will still play a crucial role, AI will handle tasks better suited for technology, such as repetitive reviews of graphic content or rapidly evolving adversarial tactics.
Although we are scaling up with new technology, human judgment remains essential in our approach. AI helps us apply human judgment consistently across billions of pieces of content on our platforms, and experts will oversee and evaluate the AI systems. People will continue to be involved in critical decisions, such as appeals of account disablement or reports to law enforcement.
We are conducting rigorous tests on these AI systems, incorporating safeguards to prevent bias and ensure consistency and accuracy. Our Community Standards remain unchanged, and with tools like the Meta AI support assistant, we are enhancing our processes for reporting violating content and appealing mistakes. This approach aims to leverage the strengths of both people and technology, combining the scale and capabilities of advanced AI with human expertise and judgment to reinforce each other.
In conclusion, the integration of AI tools for support and content enforcement on our Facebook and Instagram platforms marks a significant advancement in our commitment to providing a safer and more efficient user experience. Stay tuned for further updates and enhancements as we continue to evolve and improve our services.
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