{
  "id": 9215756,
  "title": "Meta testing a ‘human concierge’ for its new personal AI agent, Muse",
  "url": "https://urgent.news/2026/09/22/meta-testing-a-human-concierge-for-its-new-personal-ai-agent-muse-9215756",
  "topic": "ai",
  "section": "AI",
  "published": "2026-09-22T22:22:31.000Z",
  "source": {
    "name": "The Business Times - Companies & Markets",
    "slug": "the-business-times-companies-markets",
    "url": "https://www.businesstimes.com.sg/companies-markets/telcos-media-tech/meta-testing-human-concierge-its-new-personal-ai-agent-muse"
  },
  "original_language": "en",
  "account": "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.",
  "summary": "Meta employees have raised privacy concerns about humans handling the calls",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 8,
    "also_reported_by": [
      {
        "outlet": "The Indian Express",
        "title": "Meta’s Muse AI agent is taking off: What makes it different, why Amazon blocked it",
        "url": "https://urgent.news/2026/09/22/metas-muse-ai-agent-is-taking-off-what-makes-it-different-why-amazon",
        "published": "2026-09-22T11:49:15.000Z"
      },
      {
        "outlet": "Quartz",
        "title": "Shopify is letting Meta's new AI agent shop and check out on users' behalf",
        "url": "https://urgent.news/2026/09/22/shopify-is-letting-metas-new-ai-agent-shop-and-check-out-on-users",
        "published": "2026-09-22T12:00:37.000Z"
      },
      {
        "outlet": "CNA - Business",
        "title": "Wall Street expects Meta's AI agent to shape into a new revenue engine",
        "url": "https://urgent.news/2026/09/22/wall-street-expects-metas-ai-agent-to-shape-into-a-new-revenue-engine-9139704",
        "published": "2026-09-22T12:25:47.000Z"
      },
      {
        "outlet": "Investing.com",
        "title": "Wall Street expects Meta’s AI agent to shape into a new revenue engine",
        "url": "https://urgent.news/2026/09/22/wall-street-expects-metas-ai-agent-to-shape-into-a-new-revenue-engine",
        "published": "2026-09-22T12:30:51.000Z"
      },
      {
        "outlet": "The Business Times - Companies & Markets",
        "title": "Wall Street expects Meta’s new AI agent to become a new revenue engine",
        "url": "https://urgent.news/2026/09/22/wall-street-expects-metas-new-ai-agent-to-become-a-new-revenue-engine",
        "published": "2026-09-22T12:39:48.000Z"
      },
      {
        "outlet": "MarketWatch Top",
        "title": "Could Meta’s viral Muse app be the company’s ChatGPT moment?",
        "url": "https://urgent.news/2026/09/22/could-metas-viral-muse-app-be-the-companys-chatgpt-moment",
        "published": "2026-09-22T16:24:00.000Z"
      },
      {
        "outlet": "Economic Times Tech",
        "title": "Meta testing a 'human concierge' for its new personal AI agent Muse",
        "url": "https://urgent.news/2026/09/22/meta-testing-a-human-concierge-for-its-new-personal-ai-agent-muse",
        "published": "2026-09-22T16:25:28.000Z"
      }
    ]
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}