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Meta Tests 'Human Concierge' for AI Agent Muse, Raising Privacy Concerns
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CNBC TV18•22-09-2026, 21:46
Meta Tests 'Human Concierge' for AI Agent Muse, Raising Privacy Concerns
- •Meta is testing a "human concierge" for its new personal AI assistant, Muse, involving human contractors handling some phone calls placed via the digital agent.
- •Internal company posts seen by Reuters revealed that Meta informed employees about this test last week, shortly after launching a phone calling feature for Muse.
- •Some employees have voiced privacy concerns, warning that human agents handling calls could unintentionally expose sensitive information to contractors.
- •A Meta spokesperson stated that employee response has been "overwhelmingly positive" and the test aims to gather feedback for safety, privacy, and feature improvements.
- •Meta is working with merchants to refine this potential calling feature and will only release it publicly with proper disclosures once it's ready.
Key Questions Answered
Meta has been testing a human concierge for its personal AI assistant Muse, where human contractors quietly handle some of the phone calls placed through the digital agent. This test follows the recent public launch of Muse's phone calling feature.
Some employees have raised privacy concerns, warning that the involvement of human contractors in handling phone calls could result in sensitive user information being shared unintentionally with call centers.
A Meta spokesperson stated that employee response has been overwhelmingly positive and that the test aims to gather feedback to implement safety and privacy protections. The feature will only be released publicly when it is fully ready with proper disclosures.
