Meta testing a ‘human concierge’ for its new personal AI agent, Muse

Meta has been testing a “human concierge” for its new personal AI assistant, Muse, which entails having human contractors quietly handle some of the phone calls placed via the digital agent, according to internal company posts seen by Reuters. 

Why it matters 

The Muse test offers a window into how tech companies sometimes rely on human labor behind the scenes to deliver on the promises of autonomous AI, as they bump up against reluctance to engage from those on the receiving end of robocalls.