Meta testing a ‘human concierge’ for its new personal AI agent, Muse
Meta employees have raised privacy concerns about humans handling the calls
Meta, the company behind Facebook and Instagram, is testing a "human concierge" feature for its new personal AI agent, Muse. This feature involves human contractors handling some phone calls initiated by the AI assistant. Employees have expressed privacy concerns about this approach, worrying that sensitive information could be unintentionally shared with contractors.
One employee reported a racist comment made by a contractor during a call. In response, a Meta vice-president acknowledged the mistake and rolled back the feature temporarily. The company is still testing the AI calling capability to improve its success rate, which could reach 95% to 98% with human assistance. Meta emphasized the safety measures in place, such as secure virtual machines for each agent and separate secure storage for sensitive information.
The company is currently gathering employee feedback to implement the necessary protections before rolling out the feature publicly. Muse has already gained over 2.5 million downloads since its launch in August, contributing to a significant increase in Meta's stock value.
Written by urgent.news from The Business Times - Companies & Markets's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
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