Meta's Muse AI assistant may secretly use human workers on calls

Meta is testing a "human concierge" setup in which call-center employees, not the AI, handle phone calls placed by its Muse assistant, according to internal posts reviewed by Reuters. Staff raised concerns that sensitive details could reach contractors; regular users currently cannot opt out of a human handling their calls.

• Muse launched two weeks ago to send emails, shop and book travel
• Human concierge feature enabled for half of Meta's employees
• Employees could opt out of human-handled calls, public users cannot
• Meta says it will launch broadly only with "proper disclosures"