Facebook parent company Meta Platforms Inc. is building a customer service department to help users of its social networks whose posts or accounts have been unexpectedly deleted. Although the project is currently in its early stages, it has been given a higher priority Oversight Board
Everyone knows the problem: the account is restricted or even blocked for some time for some reason, but there is no way to directly ask Facebook questions or lodge an objection. There are more or less hidden ways to get support via the help forums, but that doesn't work very well either.
AI made it worse
Both regular users and small advertisers often complain that there is virtually no recourse for blocked, suspended, or hacked accounts. The company offers automated tools to attempt to recover an account, but it is difficult to contact a Meta representative. Instead, users sometimes contact employees (if known) or journalists directly and ask for help.
The problem has worsened as the company increasingly relies on artificial intelligence to make content moderation decisions, sometimes resulting in user accounts or posts being mistakenly automatically deleted without explanation.
The Oversight Board applied pressure
The Oversight Board consists of legal experts, activists and former politicians who monitor the company's platforms independently of Meta and can even overrule Mark Zuckerberg in decisions. In the past, the board advised using additional human help and requested that Meta offer more complaint options to clear up misunderstandings and fix AI moderation errors.
While Meta's size makes this challenging, a faster response could provide significant benefits in many ways and help avoid many of the issues reported to the panel. Of the official recommendations made by the panel, Meta has implemented or considered 73%, according to a quarterly report the company released Thursday.
Conclusion
Even though the project is still in its early stages, it is a good sign that it is now being given higher priority. Time will tell what the practical implementation will be and how effective the new customer service will be.
Article Image: Unsplash
Sources: Mashable India , Bloomberg
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