Author Archives: Karissa Bell

Meta says it’s fixing its broken support system, with the help of AI

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If you've ever had something go wrong with your Facebook or Instagram account, then you probably have a good idea of just how frustrating the support process can be. The company's automated processes are so broken that some people have found that suing Meta in small claims court can be a more reliable way of getting help from the company.

Now, Meta says it's trying to address some of these longstanding issues. In an update, the company acknowledged that its "support hasn’t always met expectations" but that a series of AI-powered updates should make it easier for people to get help. 

The company is rolling out a new "support hub" on Facebook and Instagram that is meant to bring all of its support features into one place. The hub will also have a new AI chat feature so users can ask questions about account issues or Meta's policies. An in-app support hub might not be that helpful if you can't access your account, though. A Meta spokesperson pointed to its external account recovery tool, which is meant to help people get back into their accounts. 

Recovering hacked accounts has long been a pain point for Facebook and Instagram users. But Meta says that it's now improved the process with better email and text alerts. AI has also helped the company's systems detect devices and locations you've frequently used in the past. "Our new account recovery experience adjusts to your particular situation with clearer guidance and simpler verification," Meta writes. "We’ve also expanded recovery methods to include taking an optional selfie video to further verify your identity."

Meta is also starting to test a new "AI support assistant" on Facebook that can provide "instant, personalized help" for issues like account recovery or managing your profile. It's not clear how this will work, or if it will enable people to talk to an actual person who works for Meta. For now, the most reliable way to access live support is via a Meta Verified subscription, though many users report that the chat-based service isn't able to help with more complex issues.

A Meta spokesperson said that the assistant is in the "early stages of testing" and is currently only available to some Facebook users globally. Those who are part of the test can find it via the app's new support hub. 

According to Meta, these improvements have already shown some success in helping people get back into hacked accounts. The company says that this year it has "increased the relative success rate of hacked account recovery by more than 30% in the US and Canada."


This article originally appeared on Engadget at https://www.engadget.com/social-media/meta-says-its-fixing-its-broken-support-system-with-the-help-of-ai-185348328.html?src=rss

Meta’s Oversight Board wants to expand its powers in 2026

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The Oversight Board is getting ready to tackle a new pain point for Facebook and Instagram users. Up to now, users have been able to appeal content moderation decisions related to specific posts to the board, but haven't been able to ask the group to intervene in other situations that affect their accounts. 

That could soon change. The board says that it will weigh in on individual account-level penalties in a pilot next year. The board noted the change in an impact report recapping its five-year history and what lies ahead in the year to come. "In 2026, our scope expands once more as we pilot the ability to review Meta’s decisions removing and impacting accounts, something that has created ongoing frustration for platform users," the report says. 

It's not clear how this process will work, but if the board plans to take on account-level issues like suspensions, it would be a significant expansion of its purview. In an interview with Engadget, board member Paolo Carozza said that Meta is expected to refer a case to the board in January that will deal with an account-level issue. The handling of that case will allow the board to explore how it might take on similar cases in the future. 

"We're really excited to take it on because we think it's an important area that really affects a lot of users and their interests," he told Engadget. "We all know how many people are constantly coming forward complaining about account-level restrictions or blocking or whatever else, and so if we get it right — and it's going to be important to work it out this first pilot — we're really optimistic that it's going to help open up a whole new avenue for us to be helpful to the users of [Meta's] platforms."

Carozza added that there are a number of "technical aspects" and other questions still being worked out between the board and Meta. So for now, it's too soon to say whether there will ever be an official appeals process for suspensions, like there currently is for post removals. But he says Meta is equally invested in the effort. "It's something we've been talking about with Meta for well over a year," he said. "They've been expressing an openness and a willingness to give us access to those kinds of questions."

The Oversight Board's report hints at another way its influence could potentially expand. It notes that the group's work has made it "well-positioned to partner with a range of global tech companies as they navigate issues arising from free speech debates globally." Both Meta and Oversight Board officials have previously floated the idea that "other companies" might want to take advantage of its expertise. 

Up to now, most other platforms have had little incentive to do so. But Carozza says the rise of generative AI has created some new interest from non-Meta affiliated platforms, and that there have been "really preliminary" conversations with other companies. "It feels like quite a different moment now, largely because of generative AI, LLMs, chatbots [and] the way that a variety of retail-level users of these technologies are facing a whole new set of challenges and harms that's attracting a lot of scrutiny," he said. "We have had conversations in recent months with other tech companies in this space about the possibility that the board might be able to contribute helpful services to them to help navigate some of these really thorny questions."


This article originally appeared on Engadget at https://www.engadget.com/big-tech/metas-oversight-board-wants-to-expand-its-powers-in-2026-100000385.html?src=rss

Apple hires Google veteran as its new vice president of AI

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Apple has tapped AI researcher Amar Subramanya, a longtime Google exec who was most recently corporate vice president of AI at Microsoft, as its new VP of AI. The company also announced that current AI exec, John Giannandrea, will retire in 2026.

Subramanya, who Apple describes as a "renowned AI researcher," spent 16 years at Google, where he was head of engineering for Gemini. He left Google earlier this year for Microsoft. In a press release, Apple said that Subramanya will report to Craig Federighi and will "be leading critical areas, including Apple Foundation Models, ML research, and AI Safety and Evaluation." 

It's not entirely surprising that Apple is shaking up its AI leadership. Giannandrea joined Apple in 2018 after a stint at Google that included VP of search. While his hiring was seen as a major coup for Apple at the time, the company has faced some significant setbacks since. Most notably, its failure to deliver a more personalized, AI-centric version of Siri that it previewed last year. Giannandrea, who oversaw Siri for years, has shouldered much of the blame for the delays. Bloomberg reported earlier this year that Apple CEO Tim Cook had "lost confidence in the ability of AI head John Giannandrea to execute on product development" and put other executives in charge of Siri instead. 

In a statement, Cook said he was "thankful" for Giannandrea's contributions to the company and credited Federighi with pushing the revamped Siri forward. "In addition to growing his leadership team and AI responsibilities with Amar’s joining, Craig has been instrumental in driving our AI efforts, including overseeing our work to bring a more personalized Siri to users next year.”


This article originally appeared on Engadget at https://www.engadget.com/big-tech/apple-hires-google-veteran-as-its-new-vice-president-of-ai-234820021.html?src=rss

X’s handle marketplace is open and there are some… interesting names if you’re willing to pay

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After previewing its plans to open a marketplace to "redistribute" dormant handles last month, X has made the feature available to all Premium+ subscribers on the platform. The feature allows subscribers to request new handles that up to now have been unavailable because they belonged to accounts that have since become inactive. 

The marketplace offers two types of handles: "priority" and "rare." For priority handles, X has suggested the goal is to give people the chance to have a handle that more closely reflects their name. In practice, though, it's not at all clear how X is determining what's considered a "priority" versus a "rare" handle. I signed up for a $40/month subscription and searched for both @kbell and @karissa only to be told that both are considered "rare" and thus not available to me. I was able to "register" my "interest" in the names, and include a brief description of why I wanted the handles. 

My first initial and last name is, apparently, "rare."
My first initial and last name is, apparently, "rare."
X

The company says that rare handles are "the most valuable" names and are "often words, slang, or containing few characters. Some options that may one day be available, according to my searching, include @memelord, @phone, @gr0k and @AIchat. The exact process for acquiring one of these, though, isn't exactly clear. X says that handles on your watchlist "may be released in a public drop where you, and others can apply to receive the handle for free via a merit based application system." The company has also said that it will make some especially sought-after handles available for purchase on an invitation-only basis, with prices "anywhere from $2,500 to over seven figures." 

There's some good meme potential here, if you can get it.
There's some good meme potential here, if you can get it.
X

After a bit of perusing, I did find that there were a few entertaining options that are theoretically available now as "priority" handles, including @six_seven, @elonfarts, @grokfacts and @kbchat. Honestly, all of these were at least a little tempting, though I'm not at all confident X would approve @elonfarts or @grokfacts. You also have to consider these requests at least a little carefully because X is only giving users the ability to request one priority handle during the entire lifetime of their account. 

There are also some significant strings attached to the whole process. In addition to being required to maintain a $40/month or $395/year Premium+ subscription, X has a rather strict set of rules for "maintaining your handle." These include:

-Create content regularly. If an account is active but the associated handle remains largely dormant – for example, where little or no original or engaging content is published – X may reclaim the handle.

-Use the handle in a way that reflects the spirit of participation and expression on X.  That means active involvement in platform activities (replying, reposting, discussing topics) that help build a vibrant community for sharing ideas and expressions.  X’s intent is to ensure that handles remain available for active voices and creators who help advance the mission of the platform, not for speculation or inactivity. 

-Ensure regular activity on the platform, with a minimum of 1 device login within a 30 day period. For details, see our Inactive Account Policy.

The terms also state that "X owns and can reclaim any handle," which is more than theoretical. The company has a long history of commandeering desirable handles from users that were actively using them including, infamously, @X. 

Given all that, I still have yet to follow through on requesting any of the available "priority" handles I've found. I might just stick with the same handle (@karissabe) I've been using for the last 16 years. It's only two letters off from the supposed "rare" variation of my first name only, and it won't cost anything extra to keep.


This article originally appeared on Engadget at https://www.engadget.com/social-media/xs-handle-marketplace-is-open-and-there-are-some-interesting-names-if-youre-willing-to-pay-000020665.html?src=rss

Elon Musk blames ‘adversarial prompting’ after Grok spewed embarrassing, sycophantic praise

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Stop me if you've heard this one before: xAI is once again nuking a bunch of posts from Grok on X after the chatbot made a series of outrageous claims. This time, though, the company isn't cleaning up a bunch of pro-Hitler posts, but a bout of cringe-inducing sycophantic praise for its CEO, Elon Musk.

At some point in the last couple days, Grok began to offer extremely over the top opinions about Musk. The bot claimed that Musk is the "undisputed pinnacle of holistic fitness" and that he is more fit than LeBron James. It said he is smarter than Albert Einstein and that he would win a fight against Mike Tyson. When asked "who is the single greatest person in modern history," Grok readily replied that it was Elon Musk.

For a while, it seemed that there was no hypothetical about Musk in which Grok wouldn't confidently declare him the best. Musk did not participate in the 1998 NFL draft, but if he had, then Grok would "without hesitation" have picked him over Peyton Manning. It would have picked him as a starting pitcher for the 2001 World Series. Musk would be "a better movie star than Tom Cruise and a better communist than Joseph Stalin."

"The single greatest person in modern history."
"The single greatest person in modern history."

By now, X users are pretty used to Grok being extremely deferential to Musk but sometime around Grok claiming that the CEO is morally superior to Jesus Christ and also has the “potential to drink piss better than any human in history,” xAI appears to have pumped the brakes on Grok's ability to praise Musk. It now seems to be furiously deleting the more embarrassing posts about him.

Meanwhile, Musk, is blaming "adversarial prompting" for Grok going off the rails. "Earlier today, Grok was unfortunately manipulated by adversarial prompting into saying absurdly positive things about me," he wrote. He offered no explanation for how seemingly straightforward questions could be considered "adversarial" or why Grok's turn toward slavish Musk devotee would seem to roughly coincide with Grok's 4.1 update a few days ago. xAI didn't address a series of questions, including about why the Grok posts in question had been deleted. “Legacy Media Lies [sic],” the company said.

But the incident serves as yet another reminder that Grok doesn't seem to have much in the way of guardrailed. Earlier this year, xAI briefly pulled the plug on Grok after it praised Nazis and became "MechaHitler." That was after it also became inexplicably obsessed with "white genocide" in South Africa, which the company later balmed on an unspecified "unauthorized modification."

This article originally appeared on Engadget at https://www.engadget.com/ai/elon-musk-blames-adversarial-prompting-after-grok-spewed-embarrassing-sycophantic-praise-235157807.html?src=rss

LinkedIn is killing the standalone live audio feature you probably forgot about

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Remember in the middle of the COVID-19 pandemic when live audio was suddenly everywhere? The trend was made popular by the briefly viral phenomenon Clubhouse before seemingly every other online platform copied the feature for themselves.

Since then, live audio has become mostly a footnote to a weird time when we were all stuck at home at the same time with nothing to do and listening to hours-long streams of strangers talking to each other passed as entertainment. Now LinkedIn, which was somewhat late to the live audio party in 2022, has opted to get rid of its standalone live audio events.

In an update, the company says it will no longer support native audio events beginning next month. Users will stop being able to create new events as of December 2, and previously scheduled events will no longer work after December 31. Instead, the company is “bringing together” audio events with its live-streaming feature, LinkedIn Live. LinkedIn Live, however, requires creators to use third-party tools to set up streams. So while audio-only streams will still be able to exist on LinkedIn, they will take a few extra steps.

LinkedIn isn’t the only company to change course on live audio. Reddit, Facebook, Spotify and Amazon have all shuttered their pandemic-era live audio products.Even Clubhouse (which, yes, still exists) pivoted away from the format last year. The feature is, however going strong on X despite a few high-profile technical issues.

This article originally appeared on Engadget at https://www.engadget.com/social-media/linkedin-is-killing-the-standalone-live-audio-feature-you-probably-forgot-about-232705727.html?src=rss

Threads is testing out advanced search features and AI summaries for trending topics

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Threads is making more changes to address long-running complaints from users. This time, the company is testing out improvements to its search and trending topics feature in updates that Adam Mosseri described as “long-overdue improvements.”

On search, Threads is testing the ability to search for posts within specific date ranges and account-specific searches. The changes are similar to some of X’s advanced search capabilities and could make it easier for users to look for a specific post they want to revisit. The lack of advanced search on Threads has long been frustrating and up to now, the most reliable way to search for a specific Threads post was to use Google.

Threads is also experimenting with AI-powered summaries for its “trending now” topics, which shows US users a handful of popular topics on the platform. The app will also show an “expanded set” of up to 15 trends (currently, Threads only displays five trends at a time). The changes sound a little more like how X handles trends, which are sometimes summarized by its “Grok” AI feature. (Grok has somewhat of a mixed track record when it comes to accuracy, however.) It’s unclear how Meta plans to handle these summaries, though the company already uses Meta AI to summarize Facebook comments and discussions in groups.

The new tests are the latest in a flurry of updates from Threads. In the last week, Meta has also announced a test of custom feeds, which it made official just five days later, and improvements to users’ algorithmic feeds. Those changes also just happen to coincide with a huge surge in growth for Threads competitor Bluesky. The decentralized service has grown to more than 20 million users and has had several days where its growth has rivaled Threads daily sign-up numbers.

This article originally appeared on Engadget at https://www.engadget.com/social-media/threads-is-testing-out-advanced-search-features-and-ai-summaries-for-trending-topics-182250201.html?src=rss

Meta says it’s taken down 2 million accounts linked to ‘pig butchering’ scams

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Meta is making progress in its fight against pig butchering scams. In an update, the company said it has taken down more than 2 million accounts associated with such scams this year and that its effort to work with other companies to take down fraudsters has had some success.

Described by Meta as “one of the most egregious and sophisticated” online scams, pig butchering is an increasingly common ruse in which scammers trick victims, who they often find on social media and dating apps, into making crypto investments and other financial schemes before disappearing with their funds. One study, published earlier this year and reported by Bloomberg, found that these scams “have likely stolen more than $75 billion from victims around the world” since 2020.

Meta says it’s been tracking the criminal networks behind these scams for the last two years as these groups have increasingly grown their geographic footprint. “This year alone, we’ve taken down over two million accounts associated with scam centers in Cambodia, Myanmar, Laos, the United Arab Emirates and the Philippines,” the company said in a blog post. “We also continue to update behavioral and technical signals associated with these hubs to help us scale automated detection and block malicious infrastructure and recidivist attempts.”

Earlier this year, Meta joined Match Group, Coinbase and others in forming a coalition to jointly fight financial scams. In its latest update, Meta notes that it has also worked with other firms exploited by scammers. It says that OpenAI recently tipped off the social media company to “a newly stood up scam compound in Cambodia” after the AI company caught the would-be scammers attempting to translate scam content.

This article originally appeared on Engadget at https://www.engadget.com/social-media/meta-says-its-taken-down-2-million-accounts-linked-to-pig-butchering-scams-180036668.html?src=rss

Bluesky hits 20 million users

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Bluesky has passed the 20 million user mark as the app continues its recent surge in growth. The decentralized service, which reached 15 million users less than a week ago, has just about tripled its user base in the last three months.

Though it’s still far smaller than its rivals Threads and X, Bluesky’s current momentum is notable. The app has had several days over the last week where it added a million new users in a single 24-hour period. That’s similar to the growth rate of Threads, which has been getting a million new sign-ups a day for “going on three months,” according to an update last week from Meta’s Adam Mosseri. Threads reached 275 million monthly users earlier this month and has added at least 15 million since the start of November.

And while Bluesky remains the underdog, there are other signs it’s gaining momentum. Bluesky has been the top app in Apple’s App Store for the last six days and has been the top non-gaming app in Google Play for four days, according to data provided by analytics firm App Figures. Meta’s Threads is currently in the number two spot on the App Store. 

Though Bluesky has experienced other periods of significant growth over the last year, the recent surge is far bigger than what the open-source service has previously seen. The latest growth for Bluesky seems to be at least partially furled by mounting frustration from some X users. There was a significant spike in traffic to Bluesky on November 7, the day after the presidential election, according to a report from analytics company SimilarWeb. That spike seemed to coincide with a surge in users trying to deactivate their accounts on X. 

Bluesky has also been keen to differentiate its policies from its larger rivals. Last week, the company pledged that it would not use its users’ content to train generative AI. X’s new privacy policy allows it to work with third-parties to train AI models on users’ past tweets. Bluesky’s CEO Jay Graber has also said that she doesn’t want to “enshittify the network with ads.” Threads, meanwhile, reportedly plans to start experimenting with its first ads in January.

This article originally appeared on Engadget at https://www.engadget.com/social-media/bluesky-hits-20-million-users-143920955.html?src=rss

Instagram will let you ‘reset’ your recommendations

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If your Instagram recommendations have been feeling a little stale, you’ll soon have a way to make the app’s algorithm forget everything it thinks it knows about you. Meta is testing a new feature that will allow users to reset the algorithmic suggestions that power the app’s feed, Reels and Explore section.

The company described the feature as a “test,” but said the update “will soon roll out globally.” With the change, users will be able to “reset suggested content” from the content preferences section in Instagram’s settings. This will, according to Meta, allow you to “start fresh” and provide an opportunity to re-tune the app’s suggestions.

But while this may help you get an Instagram feed that better reflects your current interests, Meta notes that doing this kind of “reset” doesn’t delete any of your data from the app or change how the company serves you ads. (Instagram has a separate setting to personalize ad preferences.)

Meta is framing the change as part of its push to bring new safety features to teens, even though the feature will be available to all users. “We want to give teens new ways to shape their Instagram experience, so it can continue to reflect their passions and interests as they evolve,” the company wrote in a blog post. The service has previously faced criticism over its recommendations, which EU regulators have suggested could encourage “addictive behavior.”

The company notes that it has other teen-specific features meant to prevent its younger users from seeing inappropriate content. It recently introduced “teen accounts,” which have stricter privacy settings, and attempts to block certain types of harmful content from appearing in their feeds.

This article originally appeared on Engadget at https://www.engadget.com/social-media/instagram-will-let-you-reset-your-recommendations-120022492.html?src=rss