Meta rolled back Muse for phone call testing, with some calls completed by real people

According to internal information obtained by 404 Media and Reuters, after Meta expanded the Muse "Call for You" testing, it was revealed that some calls were actually completed by real people. Muse can transfer tasks to real contractors at call centers, who then make calls on behalf of users and fulfill requests. Some testers only realized there was human intervention after the call ended.

Meta adopted this approach mainly to improve success rates. Internal testing showed that the success rate of phone tasks could reach 95% to 98% with human intervention, higher than pure AI. Some merchants hang up directly when they hear the other party is AI, and there are also testers in the community who reported that merchants hung up after Muse identified itself as an AI assistant.

Human intervention raises privacy concerns, as users originally believed their information was only shared with AI, but it may actually be seen by outsourced personnel. Some people within Meta also questioned that providing privacy training to contractors does not equate to a real safety mechanism. A Meta official later admitted that failing to inform testers in advance about human intervention was a mistake, and this feature has been rolled back. Meta stated that the phone function is still in testing and will only be officially launched after ensuring safety, privacy, and clear communication.