Meta tests Muse AI outbound calling feature, actually completed by call center humans

404 Media learned that Meta, when internally testing the outbound calling feature of its AI agent Muse, added a layer of human agents, with call center staff actually making the calls and completing requests such as bookings. Meta's Chief AI Officer Alexandr Wang and Muse lead engineer Ryan Fox announced on X on September 16 the expansion of the Muse outbound calling beta to U.S. businesses, while an internal announcement said the feature had "added a layer of human agents to complete calls" and was in the company's internal dogfooding phase, still a confidential pre-release product. Internal employees questioned that users think they are talking to AI, yet their sensitive requests may be read by humans, with the company only citing contractor training as a data security safeguard; some employees said testers were not told the other party was a real person until after the call ended, and warned that if enabled by default at launch it would trigger negative press on privacy and security. A Meta spokesperson responded that internal testing is central to the product development process, employee feedback has been generally positive, and they will publicly release only after refining safety and privacy protections and ensuring disclosure.