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Meta tests human concierge mode for AI assistant Muse, employees raise privacy concerns
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Meta Platforms is testing a 'human concierge' mode for its new AI personal assistant, Muse, where human customer service agents secretly handle some calls placed through the digital assistant. The test was introduced to employees last week, shortly after the public launch of Muse's calling feature. Some employees have raised privacy concerns, warning that sensitive information could be inadvertently leaked to call center contractors. A Meta spokesperson stated that employee feedback has been 'overwhelmingly positive' and that the test aims to 'collect user opinions to improve safety and privacy protections before the official launch.' The spokesperson added that Meta is working with merchants to refine the feature and will only release it when it is ready with appropriate disclosures.
Source report
September 23 — According to internal company posts seen by Reuters, Meta Platforms (META.O) is testing a "human concierge" mode for its new artificial intelligence personal assistant, Muse, in which human customer service agents quietly handle some phone calls placed through the digital assistant.
Last week, the company briefed employees on the test, which follows the public launch of Muse's calling feature. Some employees raised privacy concerns regarding human agents handling calls, warning that sensitive information could be inadvertently leaked to contractors at call centers.
When asked about the feature, a Meta spokesperson stated that employee feedback has been "overwhelmingly positive." The spokesperson said the test is intended to "gather user feedback to improve safety and privacy protections, and refine related features before an official launch."
"We are working with businesses to continue improving this potential calling feature," the spokesperson added. "It will only be rolled out once it is ready and accompanied by appropriate disclosures."
Source
金十数据Western
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