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Human-in-the-loop systems stories

Sep 22, 2026

Meta testing human concierge to handle Muse AI agent phone calls

Meta has been testing a 'human concierge' for its Muse AI assistant, with human contractors quietly handling some phone calls placed via the digital agent, according to exclusive reporting.

Sep 22, 2026·2 sources
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Top claims

  • ▪Meta designed Muse to run each user session on an isolated virtual machine in the cloud to keep individual user data secure
  • ▪Meta enabled the human concierge feature for its Muse AI assistant, also referred to as "human agent calls," for half of its employees in September 2026 shortly after Muse's public phone-calling feature launched
  • ▪Meta rolled back the human concierge calling feature for Muse following employee concerns over the lack of proper disclosures about testing contractor-placed calls for Muse's phone-calling feature

Subtopics

AI agents1AI assistants & chatbots1AI labor & economic disruption1Meta1Muse1

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