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404 Media: Meta Routed 'Muse AI' Phone Calls to Human Call-Center Workers

By Alexis Dufresne Published September 22, 2026 at 19:56 UTC

Meta AI Assistants Agents ai-business

Summary

404 Media reports that Meta publicly marketed Muse's ability to make phone calls to businesses on customers' behalf, but internal communications show many calls were routed to a 'human agent layer' in a call center. Internal testers say they were not told the caller was human until after the call concluded, and one employee warned 'this has potential for so much negative PR' by portraying Muse as 'not good enough' without human backup.

Shared on Bluesky by 6 AI experts (top 5 by trust)

Mark Riedl @markriedl.bsky.social amplified

Jason Koebler @jasonkoebler.bsky.social

Scoop: Meta's Muse AI can make phone calls. Internally, Meta has told employees that many of these calls will be made by human beings in a call center: www.404media.co/meta-tests-m...
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404 Media @404media.co: "This has potential for so much negative PR. It could portray us as ‘their AI is not good enough so they still need humans’ kind of coverage… →
Joseph Cox @josephcox.bsky.social: New from 404 Media: Meta announced Muse, its AI agent that can book restaurants for you. We've seen internal Meta messages showing Meta is a… →
Jason Koebler @jasonkoebler.bsky.social: Scoop: Meta's Muse AI can make phone calls. Internally, Meta has told employees that many of these calls will be made by human beings in a… →
Sam Cole @samleecole.bsky.social amplified

@doomquasar.bsky.social

lol www.404media.co/meta-tests-m...
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Originally reported by 404media.co

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Original headline: 404 Media: Meta Routed 'Muse AI' Phone Calls to Human Call-Center Workers