Meta's Muse AI used human contractors for some calls, including one that ended with a racist remark
According to Reuters, the experiment was enabled for half of Meta's employees last week, with an opt-out group available. Staff warned that sensitive information could end up with call-center contractors. A Meta executive acknowledged that introducing human operators without clear disclosure was a mistake, and the human concierge feature has... Read Entire Article
Meta, the social media giant, recently faced criticism for using human contractors to handle calls made through its new AI assistant, Muse. The company had been testing a human concierge service, allowing contractors to handle calls for the AI agent, which raised privacy concerns among employees. The experiment, initially enabled for half of Meta's employees, was halted due to the risk of sensitive information ending up with call-center contractors.
One employee reported a racist remark made by a contractor during a call to negotiate their internet and cable bill. Meta apologized and stated that the human agent involved would not be used again. Muse's phone-calling feature allows users to contact US businesses for tasks such as booking haircuts or checking stock availability.
Despite positive employee feedback, Meta emphasized that the feature would only be publicly released once it was ready, with appropriate disclosures and safeguards in place.
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