Meta has been testing a “human concierge” for its Muse AI agent, with contractors quietly handling some of the phone calls users ask the agent to make, according to internal posts reported by Reuters. The company informed staff about the trial last week after launching a calling feature that lets Muse dial businesses to book appointments, check stock or obtain quotes and then return a transcript. For half of Meta employees the human-agent-calls option was enabled, with an opt-out available. Some employees raised privacy concerns that sensitive information could reach call-centre contractors. A Meta spokesperson said employee feedback was overwhelmingly positive and that the test aimed to shape safety and privacy protections before any public release. The company stated it would only roll the feature out when ready and with proper disclosures. Internal notes indicated human-placed calls reached higher success rates than pure AI calling.
Meta has been testing a “human concierge” for its Muse AI agent, with contractors quietly handling some of the phone calls users ask the agent to make, according to internal posts reported by Reuters. The company informed staff about the trial last week after launching a calling feature that lets Muse dial businesses to book appointments, check stock or obtain quotes and then return a transcript. For half of Meta employees the human-agent-calls option was enabled, with an opt-out available. Some employees raised privacy concerns that sensitive information could reach call-centre contractors. A Meta spokesperson said employee feedback was overwhelmingly positive and that the test aimed to shape safety and privacy protections before any public release. The company stated it would only roll the feature out when ready and with proper disclosures. Internal notes indicated human-placed calls reached higher success rates than pure AI calling.