Meta's AI Assistant Uses Human Touch for Calls

Meta Platforms (META.O) has been conducting internal tests of a "human concierge" feature for its new personal AI assistant, Muse. This initiative involves human contractors discreetly managing certain phone calls initiated through the digital assistant.

The technology giant, owner of Facebook and Instagram, disclosed the test to employees last week, shortly after publicly introducing a phone calling capability for Muse. This move has prompted some employees to express concerns regarding privacy, specifically the potential for sensitive data to be inadvertently shared with call center contractors.

A Meta spokesperson, Daniel Roberts, commented that employee reactions to the test have been "overwhelmingly positive." He emphasized that the primary objective of this trial is to solicit feedback to enhance safety and privacy measures before a public release. Roberts added that Meta is collaborating with merchants to refine the calling feature and will only proceed with a public launch once it is fully ready and accompanied by appropriate disclosures.