Meta tested human concierge feature in Muse before rolling back

Meta tested a feature allowing its Muse AI assistant to hand certain requests to trained human contractors who would place and handle phone calls on users' behalf. The company enabled the feature for half its employees starting around mid-September, but disabled it after some staff raised concerns that human agents could access sensitive information during calls. The test represents one of the company's efforts to expand Muse's capabilities as the AI agent drives user adoption and gains traction.

1. Meta tested the human concierge feature with roughly half of its employees in mid-September, per an internal post cited by Reuters.
2. The feature allowed Muse to route phone call requests to trained human agents who would place and handle the calls on behalf of users.
3. Employees could opt out of the test.
4. Some Meta employees raised concerns about human agents gaining access to sensitive information during calls.
5. Meta rolled back the feature after the privacy concerns emerged.
6. The test was reported by Reuters on September 23, 2026.