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00:02Meta tested a human concierge for its Muse AI assistant that allowed human contractors
00:08to quietly handle some phone calls placed through the agent, according to Reuters.
00:12Muse is designed to autonomously handle tasks such as sending emails, shopping, and booking
00:18travel for users.
00:20Its phone calling feature can contact U.S. businesses to book appointments, check product
00:24availability, and request quotes.
00:27Employees raised privacy concerns and warned that sensitive information could unintentionally
00:32reach contractors.
00:33One employee also reported that a contractor made a racist reference during a call.
00:38A Meta executive acknowledged that testing contractor-placed calls without proper disclosures
00:44was a miss and said the feature had been rolled back for now.
00:47Meta said human callers increased successful calls from 95% to 98% in some tests.
00:54The company said it will only roll out the feature publicly when it is ready and includes
00:58proper disclosures.
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