1 hr ago
Meta Tests Human Concierge for Muse AI Calling Feature
Meta is testing a new helper system for its Muse AI assistant.
Muse can make phone calls for users.
In some tests, real people quietly handled certain calls instead of the AI doing everything.
These people are contractors working in call centers.
Some Meta employees worry they might hear private information.
Meta says the test helps it find problems and add privacy protections.
The company is also working with merchants to improve the calling feature.
Meta says it will release the feature more widely only when it is ready and clearly explains how it works.
Meta has been testing human contractors to handle some calls made through its Muse personal AI assistant.
The test was disclosed to employees last week after Meta launched Muse’s phone-calling feature publicly.
Some employees warned that contractors could unintentionally access sensitive information during calls.
Meta said employee reactions were overwhelmingly positive and that the test is intended to improve safety, privacy, and features.
The company said it is working with merchants and will launch the feature more broadly only with proper disclosures.
- Who
- Meta, its Muse AI assistant, human contractors, employees, and merchants.
- What
- A test in which human contractors handle some phone calls placed through Muse.
- Where
- The calls may be handled by contractors in call centers; no specific location was provided.
- When
- Meta told employees about the test last week, shortly after publicly launching Muse's phone-calling feature.
- Why
- Meta said it is seeking feedback to improve safety, privacy protections, and the calling feature before a broader release.
Privacy Concerns
Testing and Product Improvement
Human access to calls
Privacy Concerns
Some employees said human contractors could unintentionally receive sensitive information during calls.
Testing and Product Improvement
Meta said the test is designed to gather feedback and develop safety and privacy protections before public release.
Public rollout
Privacy Concerns
The use of human contractors raises concerns about whether users will fully understand who is handling their calls.
Testing and Product Improvement
Meta said it will roll out the feature only when it is ready and with proper disclosures.
Current reception
Privacy Concerns
Employee concerns show that the test has raised privacy questions internally.
Testing and Product Improvement
Meta said employee response to the feature has been overwhelmingly positive.
Key facts
- Company
- Meta
- AI assistant
- Muse
- Tested feature
- Phone calling through a digital personal assistant
- Human involvement
- Contractors quietly handle some calls
- Employee concern
- Sensitive information could be unintentionally shared with call-center contractors
- Planned rollout
- Meta said it will proceed only when the feature is ready and includes proper disclosures
Quotes
Daniel Roberts
Meta spokesperson commenting on the company’s test of human-assisted calls through Muse
“We’re working with merchants to continue improving this potential calling feature, and will only roll it out when it’s ready and with the proper disclosures.”
CNBC TV 18
livemint.com
“get feedback so we can implement safety and privacy protections and improve features before we release them publicly”
livemint.com
Meta internal post
An internal Meta communication describing Muse’s human-agent calling capability.
“Muse is now able to hand requests to a trained agent, who places the call and works it through”
livemint.com
Sources
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