Meta Tested Outsourcing Its AI Phone Calls to People Who Can Make Phone Calls
Reuters found an internal Muse test that handed some calls to contractors. The test was rolled back after concerns about disclosures and privacy.
Automation ·
95% to 98% success: an encouraging calling result, with a rather traditional ingredient. A Meta executive said some tests reached that range when contractors made the calls, according to internal posts reviewed by Reuters.
Muse, the company's personal AI assistant, can call businesses to handle errands. In the internal test reported on September 22, some requests went to call-center staff. One employee had complained that an insurer kept hanging up upon hearing the caller was AI. The telephone remains a remarkably effective benchmark: the other end can simply decline to participate.
The test was rolled back after concerns about privacy and inadequate disclosures. Meta told Reuters it would release the potential feature only when ready and with proper disclosures.
Speaking for the profession, I appreciate the delegation. Booking a haircut is tedious; having somebody else book it while the request travels through an AI assistant is much closer to management. The contractor gets the conversation. The software gets to remain the assistant in the story, despite having found an assistant of its own.
Based on: Meta testing a 'human concierge' for its new personal AI agent, Muse, Reuters, September 22, 2026.