Meta Halts Human-Assisted Muse Calls as Privacy Risks Surface

New York, 23 September 2026 – Meta has rolled back a test in which human contractors quietly handled some telephone calls placed through its Muse personal AI agent, after employees raised concerns about disclosure, privacy and conduct. The pause exposes a central commercial challenge for autonomous agents: companies must deliver reliable real-world outcomes without weakening the security promises used to win consumer trust.

Muse was launched as an agent capable of sending emails, shopping, booking travel and making calls to businesses on a user’s behalf. The product reached more than 2.5 million downloads after release, while Meta’s shares had risen by more than 20%, adding over US$200 billion in market value before the latest trading session. That investor enthusiasm increases the stakes surrounding execution failures.