September 23, 2026
Some Muse calls are made by people: Meta rolled back contractor test
In Meta's August test, calls involving people succeeded 95–98% of the time, but contractors completed some Muse calls instead of the AI.
A request to Muse to book you a salon appointment may have been handled not by the agent, but by a person working for a Meta contractor.
Previously, Muse did not make calls on the user's behalf. After the app launched on September 8, Meta began gradually rolling out this feature: the agent can call a US business, check product availability, book a salon appointment, or request quotes from contractors.
The test was rolled back. In Human Concierge, contractors discreetly handled some calls and could see the conversations' contents. The feature was enabled for half of Meta employees, but the company cancelled the test after complaints.
Where it works. Muse is being rolled out only in the US through iOS, Android, the muse.ai web version, and WhatsApp. Core capabilities are free; Meta promises subscriptions for extended use, but has not yet named pricing or limits.
Meta requests confirmation before sending email or making a purchase. Users can disconnect linked services and prevent their interactions from being used to train models. The company says it does not share conversations or virtual machine data with advertising systems. A Confidential VM, which even Meta itself will not be able to access, is promised later in 2026.
Meta promises to return to a public launch of calls after further work and appropriate disclosures.
* Meta Platforms Inc. is recognized in Russia as an extremist organization, and its activities are prohibited; Facebook and Instagram are blocked. Meta AI and other company products are products of this organization.
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