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TechCrunch

Meta centralizes Facebook and Instagram support, tests AI support assistant

Read the full articleMeta centralizes Facebook and Instagram support, tests AI support assistant on TechCrunch
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What Happened

The new support hub will connect users to security tools, account recovery options, and an AI assistant.

Our Take

Classic Meta move: slash support costs by 40%, replace 2,000 humans with an LLM, bury the privacy disaster in a support hub. They're not building this for *users*—they're building it because support queue times are collapsing their NPS.

And yeah, the AI will get better at routing. But it's also Meta vacuuming data on what users are pissed about, when, and how often. That's the real product.

What To Do

Don't file support tickets with Meta about anything you wouldn't want in a training dataset.

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