Meta's Muse AI phone calls are secretly handled by human call center agents
404 Media · rss · 2026-09-23
Internal messages seen by 404 Media reveal that Meta's hyped Muse agent, promoted as making calls to businesses on users' behalf, is in part powered by human call center workers.
- An internal post says Meta "added a human agent layer" and is dogfooding the feature internally, described as confidential pre-launch.
- Employees raised privacy concerns: users sharing sensitive requests (e.g., doctor appointments) may not know contractors see them. Meta cited contractor "training," which one employee called "not a [security] mechanism."
- One tester only learned a human made the call after the fact; internal comments warned of headlines like "Muse AI is actually independent contractors" if launched default-on.
- It's unclear when calls route to humans vs. pure AI. Meta says it will only roll out with proper disclosures.
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