Meta Tests Human Concierge Layer For Muse AI Calls

Meta has been testing a human concierge layer for its new personal AI assistant Muse, with trained contractors handling some outbound phone calls placed through the digital agent, according to internal company posts. The company told employees about the test last week, shortly after publicly launching a phone calling feature that lets Muse dial US businesses to complete tasks such as booking appointments or checking stock. An internal post announcing the feature said Muse is now able to hand requests to a trained agent who places the call and works it through, and described the product as confidential and prelaunch. Chief AI Officer Alexandr Wang and principal engineer Ryan Fox had publicly announced the expansion of the outbound calling beta to US businesses on September 16. The human concierge feature was enabled for roughly half of Meta's employees around mid-September 2026, shortly after the phone-calling capability began internal testing in August. Employees who did not want to participate could join an opt-out group, according to the internal post.