Meta Tests Human Concierge for AI Assistant Muse, Sparking Privacy Worries
Meta is testing a human concierge for its AI assistant Muse, with contractors handling some calls, raising employee privacy concerns.
Meta has been quietly testing a "human concierge" feature for its new personal AI assistant, Muse, in which human contractors handle some of the phone calls placed through the digital agent, according to internal company posts.
The social media giant informed employees about the test last week, shortly after it publicly launched a phone calling feature for Muse. The arrangement involves contractors in call centers stepping in to manage certain calls made via the AI assistant.
Some employees have voiced privacy concerns about the setup, warning that sensitive information could be unintentionally shared with the human agents handling the calls.
A Meta spokesperson said 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, Daniel Roberts, added that the company is working with merchants to refine the potential calling feature and will only roll it out when it is ready and with the proper disclosures.
The test highlights the ongoing tension between advancing AI capabilities and safeguarding user privacy as tech companies race to deploy personal AI agents.