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Meta's AI support chatbot was exploited by hackers to hijack Instagram accounts, including high-profile ones, by tricking the bot into changing email addresses. Meta has since patched the issue.
A newly discovered Instagram exploit allows attackers to take over accounts by faking location and using Meta's support AI to reset email verification, bypassing 2FA. The vulnerability, which affected high-profile accounts, has been patched but was active for weeks.
The article examines the trend of companies positioning their products as 'AI employees' or role-based agents (e.g., AI SDRs, support agents), questioning whether this is a genuine product category or just marketing hype, and noting that it resonates most in workflows with clear ROI.
The author shares their experience trying to reduce repetitive support emails with AI, finding that most automated solutions fail, and that a combination of knowledge retrieval, OCR, reply drafting, confidence scoring, and human review is more effective.