Lates News

According to internal company posts seen by Reuters, Meta Platforms (META.O) is testing a "human concierge" model for its new AI personal assistant Muse, in which real customer service staff quietly answer some calls placed through the digital assistant. Last week, the company briefed employees on the test, shortly after it publicly launched Muse's calling feature. Some employees raised privacy concerns about human agents handling calls, warning that this could lead to sensitive information being inadvertently disclosed to call center contractors. When asked about the feature, a Meta spokesperson said employee feedback had been "overwhelmingly positive" and that the purpose of the test was to "gather user input so that we can refine safety and privacy protections and improve the feature before a formal launch." The spokesperson said, "We are working with businesses to continue improving this potential calling feature, and will only roll it out once it is ready and accompanied by appropriate disclosures."