GoKawiilMeta pulls human-backed calling feature from Muse AI after racist remark, privacy concerns
Meta tested a feature letting human contractors handle phone calls made on behalf of its Muse AI assistant, rolling it out to half its employees last week. Staff raised privacy concerns about sensitive data reaching call-center workers, and one contractor made a racist remark during a call negotiating an employee's bill. Meta has paused the human concierge feature, apologized to the affected employee, and barred the contractor from further work on its projects.
GoKawiil's interpretation of the reporting above, not reported fact.
The incident suggests Meta's push to make Muse feel like a capable personal assistant outpaced its safeguards for disclosure and quality control around human-in-the-loop systems. It also raises broader questions about how AI companies vet third-party contractors used to fill gaps in automation, since users may not realize a human, not the AI, is acting on their behalf.
- Meta rolled back a human-assisted calling feature for its Muse AI after internal pushback.
- A contractor handling a Muse-related call made a racist remark, prompting an apology and ban from future work.
- Meta says it will only relaunch the feature publicly with clearer disclosures and safeguards in place.
Source: techspot.com — Rob Thubron, 2026-09-23
Published there as: “Meta's Muse AI used human contractors for some calls, including one that ended with a racist remark”
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