Meta has temporarily suspended the \u00abhuman concierge\u00bb feature in its new personal AI assistant, Muse, which allowed contractors to handle some phone calls on behalf of users. The decision was taken following internal concerns that sensitive information could inadvertently be passed on to call centre operators, Reuters reports, citing internal company posts.<\/p>\n
Briefly about the main points<\/strong><\/p>\n Muse<\/a> It can call American companies and conduct conversations to carry out the user\u2019s instructions. These tasks include booking an appointment at a hairdresser\u2019s, checking stock availability in a shop, or obtaining quotes from various service providers.<\/p>\n Meta staff began testing the feature in August. Following the app\u2019s launch, the company gradually rolled it out to a selection of users, and last week the \u2018human concierge\u2019 mode became available to half of Meta\u2019s staff. Those who did not wish to take part were able to opt out.<\/p>\n Apart from comments regarding confidentiality, one of the staff members reported an incident that occurred whilst contacting an internet and cable provider to sort out a bill. According to him, the transcript of the conversation contained a racist remark made by a human contractor.<\/p>\n The vice-president of Meta\u2019s Superintelligence Labs division apologised to the employee and stated that this agent would no longer be working on any Meta projects. She also described the decision to begin testing calls via contractors without proper disclosure as a mistake.<\/p>\n According to the vice-president, internal audits showed that recruiting staff could have increased the success rate of calls to 95\u201398%, whereas in the case of independent AI calls<\/a> The figure was lower. Some users found that the people they were speaking to would hang up as soon as they realised it was an AI making the call.<\/p>\n\n
The telephone function gradually extended beyond the scope of the internal test<\/h2>\n
An internal complaint documented a racist remark made during a conversation<\/h2>\n
People were expected to improve performance in areas where AI was rejected<\/h2>\n