Overview
- Meta confirmed internal tests routed some Muse-initiated phone calls to human contractors, called the undisclosed test a mistake, and temporarily rolled back the human-concierge option.
- An internal post said one contractor made racially charged remarks during a Muse-handled call and Meta has removed that contractor from company projects and apologized to employees.
- Employees warned that routing calls to human agents could expose sensitive user data and undercut the product’s technical privacy promises such as isolated virtual machines and encrypted stores.
- Company testing found calls placed by humans succeeded about 95–98 percent of the time compared with lower success for purely AI-driven calls, which helps explain why Meta tried the contractor route.
- Muse has surpassed 2.5 million installs and driven large market gains for Meta, but the company says it will only reopen the human-backed calling feature after new safety, privacy and disclosure measures are implemented and reviewed.