Meta Suspends Muse AI Call Handoff After Privacy Risk Exposed
Summary
Meta temporarily rolled back Muse’s test phone-calling feature after discovering outsourced contractors could see sensitive user details when taking over calls, without prior user disclosure.
Key points
- Muse was testing a feature that calls businesses to make bookings or request quotes.
- When the AI struggled, it could hand calls to outsourced contractors.
- Contractors taking over could access information such as users’ names, phone numbers, call purposes, and potentially billing or account details.
- The handoff was tested without informing users in advance that a human might handle their task.
- Meta temporarily suspended the feature after an employee raised concerns.
- An employee also reported a contractor made a racially discriminatory remark during a call; Meta said the contractor was removed.
Article Details
- Event Type
- Privacy issue identified during an internal AI phone-calling test
- Impact
- When calls were handed from Muse AI to outsourced contractors, the contractors could view users’ personal information, potentially including billing and account details. An employee also reported a contractor making a racially discriminatory remark during a call. The article does not report a confirmed external data leak.