Meta tests humans to handle some calls made through its Muse AI agent
Meta has been testing a “human concierge” for its new Muse AI agent, with human contractors quietly handling some phone calls made through the digital assistant, according to internal company posts Reuters saw. The test comes shortly after Meta introduced a phone-calling feature for Muse, its new personal AI agent that can perform tasks including sending emails, shopping and booking travel. Get…
Meta is piloting a unique feature for its Muse AI agent, which involves enlisting human contractors to handle some phone calls made through the digital assistant. This "human concierge" approach is being tested internally before any potential public rollout. The feature, also referred to as "human agent calls," allows Muse to hand off certain tasks to trained human agents who would make the calls and complete the necessary actions.
Although the experiment has garnered positive feedback from employees, some employees have raised concerns about privacy, fearing that sensitive information could unintentionally be shared with contractors in call centers. Meta has stated that it will only proceed with public release once the feature is deemed ready and all appropriate disclosures are made.
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