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Meta is currently piloting a 'human butler' system for its latest personal AI assistant, Muse. Specifically, when the Muse calling function encounters intricate situations, it may discreetly hand over the call to outsourced personnel without alerting the user. In these instances, call center staff take over the conversation, acting as a substitute for the AI. Some trials have indicated that the success rate of calls managed by humans can soar to 95%–98%, surpassing that of calls handled solely by AI. Nevertheless, this approach has sparked worries among employees regarding potential privacy violations. Meta has acknowledged the oversight and has temporarily suspended the feature, expressing its intention to gather feedback to enhance security and privacy safeguards.
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