Meta’s Muse Phone Beta Uses a Human-Agent Layer

Meta executives announced that Muse’s beta for outbound calls to United States businesses had expanded, describing a feature that can call businesses to make restaurant reservations or haircut appointments. [1] An internal Meta post said Muse can call on a user’s behalf, handle a conversation, complete a request, return a transcript and summary, and hand the request to a trained human agent who places the call, while another internal announcement said a “human agent layer” had been added for calls to be completed. [1]

404 Media reported that it remains unclear how often or under what conditions calls are routed to human agents rather than completed exclusively by AI; the outlet also said employees questioned the privacy implications of sharing requests with people and the perception that the assistant was not advanced enough to make calls on its own. [1] Bloomberg separately described Muse as a new AI app that makes shopping easier, attributing that characterization to Singh. [2]

The central issue is not whether Muse can initiate a business workflow, but how much of that workflow is automated and when a person takes over. The public beta messaging emphasizes completed tasks, transcripts, and summaries, while the internal description identifies a trained human agent as part of completion. That gap makes disclosure and request handling central to evaluating the product, especially because employees themselves raised privacy and perception concerns. What the sources don't address: what routing rules trigger a human handoff or how users are informed before their requests are shared.