Meta tests human operators behind some Muse phone calls, Reuters says
Internal company posts seen by the news agency describe a test that began shortly after Muse gained the ability to place calls on a user's behalf.
Meta is testing human operators who sit behind some phone calls placed by its Muse agent, according to internal company posts seen by Reuters. The experiment began shortly after Meta added the calling feature to Muse. Several market accounts relayed the report on Tuesday, describing it as a "human concierge" test.
Some Meta employees have raised privacy concerns about the test, the account said. They warned that users could share sensitive information on a call without realising a call-centre contractor sits on the line. This paper has not seen the internal posts, and the account rests on Reuters reporting alone.
Meta said the test is internal for now and that the company uses it to work through safety and privacy before a wider rollout, according to the relayed account. Meta has not said how many calls draw an operator, or whether the person on the other end of the line learns of it.
Whether the operators hear live audio, read transcripts, or take over the line is not set out in the account. Nor does it say how many operators work on the test, or which contractor employs them. Meta released Muse a few weeks ago and has published two posts on its design since.