Meta Reverses Muse Call-Testing Feature After Real Humans Are Found to Be Involved

ChainCatcher report, according to internal information obtained by 404 Media and Reuters, after expanding its "Call for You" test with Muse, Meta revealed that some calls were actually completed by humans. Muse can route tasks to human contractors at call centers who make calls on users’ behalf and fulfill requests; some testers only discovered human involvement after the call ended. Meta adopted this approach primarily to improve success rates. Internal testing showed that with human intervention, call task success rates reached 95% to 98%, higher than purely AI-driven attempts. Some businesses hang up immediately upon realizing they are speaking to an AI, and testers in the community reported similar experiences when Muse identified itself as an AI assistant. Human involvement raises privacy concerns, as users believed their information was handled solely by AI, when in fact it may have been seen by outsourced personnel. Some within Meta questioned whether providing privacy training to contractors constitutes a true security measure. A Meta executive later acknowledged that failing to disclose upfront that humans would intervene was a mistake, and the feature has since been rolled back. Meta stated that the calling feature remains in testing and will only be officially launched once security, privacy, and clear disclosure protocols are fully in place.