Facebook is building a customer-service group to field content complaints

Meta, with more than three billion global users across social-media apps including Facebook, Instagram, WhatsApp and Messenger, is notoriously poor at customer service. The issue has intensified as the company relies more heavily on artificial intelligence to make content moderation decisions, which sometimes leads to the mistaken automated removal of users’ accounts or posts with little explanation. — Reuters

Facebook parent company Meta Platforms Inc is building a customer-service division to help users of its social networks who have had posts or accounts removed unexpectedly.

The effort is in the early stages, and has taken on a higher priority thanks to feedback Meta has gotten from the Oversight Board, the independent body set up in 2020 by the company to review some of its decisions on questionable or problematic content. The board has received more than a million appeals from users, many of them related to account support.