Some Meta employees warned that sensitive information could be exposed to third-party contractors without user knowledge. The company stated that those handling the calls are based in the U.S. and have received extensive training to address those security risks. This testing phase began shortly after Muse's calling feature was first introduced.
Wednesday, October 21, 2026
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Meta Uses Human Operators to Handle Muse AI Phone Calls
AI28 days ago
Contractors in U.S. call centers are currently managing a portion of the phone calls for Meta's personal assistant, Muse, during an internal trial. This "human concierge" system routes specific calling workflows to people to help the company resolve safety and privacy protections before a wider release, based on internal company posts. Meta says the feature will include proper disclosures if it is launched publicly to merchants and users.
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