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Leaks Show That Meta’s New AI Agent Relied on Real People to Make Calls

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Leaks Show That Meta’s New AI Agent Relied on Real People to Make Calls

Reports indicate Muse was routing calls the AI was supposedly making to humans in call centers.

To quote George Santayana, “Those who cannot remember the past are condemned to repeat it.”  So why does it so often feel like Big Tech has such a short memory?

The latest hiccup comes from Meta. In mid-September, it rolled out a beta test of a feature for its brand-new Muse AI agent that would place calls to businesses to complete tasks for you, like making reservations and appointments.

According to reports by Reuters and 404 Media on Tuesday, however, this allegedly autonomous agent could route these tasks to a trained human concierge in call centers — without disclosing it was doing so in advance.

On Sept. 16, Principal Engineer Ryan Fox at Meta’s Superintelligence Labs, announced the beta release of Muse’s outbound call feature and posted a request on X for feedback, noting that “phone calling” was one of the top requests from users.

we just expanded the @Muse beta for outbound calls to US businesses, prioritizing folks who'd asked their Muse to let us know they wanted it first 🙂

if you're in, give it a shot and tell us what you think. phone calling was one of our top requests and your feedback helped make…

But 404 Media says that, based on internal Facebook records, the company was doing something entirely behind the scenes with its personal assistant.



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