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      Meta Tests Human Callers for Muse After Merchants Hang Up on AI

      Meta tested having human contractors handle some calls for the phone-calling feature of its personal artificial intelligence assistant Muse, Reuters reported Tuesday (Sept. 22), citing internal company posts and a Meta spokesperson.

      Meta began this test after some users of Muse reported that companies that were called by Muse often hung up when they realized the caller was AI, according to the report.

      The internal company posts showed that Meta told employees about the test last week, shortly after adding the phone-calling feature to Muse, but later ended the test for now, according to the report.

      Some employees warned that the test could lead to users’ sensitive information being leaked to human contractors, and some said it could undercut the security measures Meta promoted when launching Muse, per the report.

      Asked by Reuters about the plan and the posts, Meta spokesperson Daniel Roberts said that the company conducted the test to get feedback before releasing features to the public and that employee response was “overwhelmingly positive.”

      “We’re working with merchants to continue improving this potential calling feature, and will only roll it out when it’s ready and with the proper disclosures,” Roberts said, per the report.

      Meta launched Muse Sept. 8, describing it as a personal AI assistant that is simple to use and get things done.

      In the blog post announcing the launch, Meta said that Muse runs on its own dedicated computer in the cloud and that a separate Sentinel agent runs on the same machine to ensure nothing Muse does reaches the internet unless Sentinel approves it.

      It was reported Sept. 18 that Muse reached the No. 1 spot on Apple’s App Store ranking 10 days after launch.

      Meta has also been adding payment methods to Muse. At launch, the personal AI assistant was equipped with Link built by Stripe. It was announced Monday (Sept. 21) that Meta partnered with Shopify to enable Muse to shop and check out with Shop Pay on Shopify stores. It was announced Tuesday that Meta partnered with PayPal to enable PayPal customers to use Muse to shop and check out with PayPal merchants.

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      Source: PYMNTS.com
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