If you are on different social media sites, you will be aware of the constant strain when trying to get in touch with someone when something goes wrong.
When you report something on a site, they use bots which are pre-programmed to anticipate how to deal with your request. Most of the time if programmed correctly this method is a timesaver and brings costs down because you don’t need to pay for extra staff to deal with minor issues.
It might be cost-effective, but in times where it fails to address the request, it leaves the user feeling frustrated and unable to get any proper answers from an automated message.
Facebook use bots, and it can be understandable as to why they have them in place. Six billion active accounts and at any given time they could be ten percent of these accounts reporting something. Essentially they don’t have enough payroll to employ that amount of staff to deal with such minor issues. The consensus is a person requires wages to do the job whereas a robot can do it for free. Completely unsupervised and no need for extras just a few tweaks over time to allow for optimal performance.
In some ways, it would make it easier for them to give out a number to a data centre to address the issue, but then they run the risk of more expenditure and security issues if implemented incorrectly.
The long and short of it all is, this won’t ever change at any tech company as they have better things to deal with and from a practical standpoint they have to cut back where they can to reduce costs overall.