Key facts
- Meta Platforms Inc. has been testing a "human concierge" feature for its AI assistant Muse.
- Human contractors are handling some phone calls placed via the Muse AI agent.
- The test was revealed internally shortly after Muse's phone calling feature was publicly launched.
- Some employees have expressed privacy concerns about the test.
- A Meta spokesperson stated employee response has been "overwhelmingly positive" and the test aims to gather feedback for safety and privacy improvements.
Meta Platforms Inc. has been testing a "human concierge" feature for its new personal AI assistant, Muse, which involves human contractors handling some of the phone calls placed via the digital agent, according to internal company posts seen by Reuters. The Facebook and Instagram owner informed employees about the test last week, shortly after publicly launching a phone calling feature for Muse. Some employees have raised privacy concerns about human agents handling the calls, warning that it could result in sensitive information being shared unintentionally with contractors in call centers. A Meta spokesperson stated that the response from employees has been "overwhelmingly positive" and that the purpose of the test was to "get feedback so we can implement safety and privacy protections and improve features before we release them publicly." The spokesperson added, "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."