INSIGHT · US
Meta switches Muse AI assistant to human handlers after merchants reject AI-only calls
Meta's Muse AI phone-calling assistant encountered merchant pushback when it placed automated outbound calls. Meta now routes some calls to human contractors to rebuild trust. The move shows limits of fully autonomous agent deployments in high-stakes (sales/support) contexts.
WHY IT MATTERS
BFSI agents (loan origination, compliance inquiry, debt collection) face same trust friction. Hybrid human-in-the-loop loops will become table stakes. Firms should budget for human oversight checkpoints rather than betting on fully autonomous agents for customer-facing workflows.
Source: PYMNTS · 2026-09-22