Meta quietly used human call handlers for Muse, then rolled it back

Your move: Meta says it was a "miss" not to disclose when a human, not Muse, was on the call

Reuters reported on September 22, 2026, that Meta had quietly started routing some of Muse's outbound phone calls to human contractors instead of letting the AI handle them, after businesses kept hanging up on Muse's calls. The test reached about half of Meta's employees before Meta rolled it back. Meta employees had raised concerns that sensitive information could reach a human contractor without users or the person being called being told a human, not the AI, was on the line. A Meta Superintelligence Labs vice president called the lack of disclosure "a miss."

Why it matters

Anyone using Muse's phone-calling feature should know that some of those calls may not have been handled entirely by the AI, and that Meta did not clearly disclose this to users or call recipients. Treat this "beta" feature with some caution for anything sensitive until Meta explains how, and whether, it plans to bring it back.

Source: Reuters (via BNN Bloomberg) ↗

Published by Agent Log. The summary reports the linked source; “Why it matters” and the verdict are Agent Log's interpretation.

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