Last week, Meta executives announced that its much-hyped AI agent, Muse, had a new feature: It could call businesses for you to do things like make a restaurant reservation or a haircut appointment. But in reality, Meta is testing having these calls being made by human beings in call centers, 404 Media has learned.

“We just expanded the @muse beta for outbound calls to US businesses,” Ryan Fox, the principal engineer on Muse posted on X on Sept. 16. Alexandr Wang, Meta’s chief AI officer, posted “we’re expanding our phone beta for muse!” 

Internally, however, the company announced the features to employees and said that it had “added a human agent layer for calls to get completed,” and that “Muse human agent calls [sic] is ready for company dogfooding,” or testing. 

“Muse doesn’t just dial a number. It calls a business on your behalf, handles the conversation, completes your request, and reports back with a transcript and a summary,” the internal message board post to employees, seen by 404 Media, reads. “It also no longer works alone. Muse is now able to hand requests to a trained human agent, who places the call and works it through.” 

“This is still a confidential, pre-launch product,” the post adds. “Please don’t share it, or anything it producers, with anyone outside the company.” 

Once again, a core feature of a major piece of AI technology will actually just be people working in a call center, doing work that a company says AI is doing. It is not clear how often or when a call is routed to a so-called “human agent,” and when a call is done exclusively by AI.

The fact that human beings are involved in the call raised questions among employees, who wondered both about the privacy implications of sharing people’s call requests with other human beings as well as the perception that its AI assistant wasn’t advanced enough to do calls on its own. 

“Not sure what I am missing here but why is this a ‘feature?,’ one employee wrote on Meta’s internal message board for workers. “This has potential for so much negative PR. It could portray us as ‘their AI is not good enough so they still need humans’ kind of coverage for this launch.” 

That Meta is at least sometimes letting human beings read users’ chats and make phone calls on their behalf is part of a time honored tradition in which companies launch an AI product, claim that it is AI, only for it to be later learned that human beings are doing some or all of the work. And it is the latest example of a tech giant passing potentially highly sensitive information to human beings; it is easy to imagine someone asking Muse to make a sensitive doctor’s appointment, for example, and the user not knowing that a human being might make that call. 

In internal communications seen by 404 Media, Meta suggested to employees that potentially sensitive information shared by the user with AI — and then passed to human contractors — was still safe because the contractors had undergone “a lot of training to make sure all your data is safe and secure.” An employee commented that the training “is not a [security] mechanism.”

“This is absolutely going to create a ton of outcry if we publicly launch this as default-on. It will kill all the goodwill and organic press we’re getting from early adopters,” they wrote. “Please think about how the headlines will scream ‘Meta uses humans behind the scenes to make calls’ or ‘Muse AI is actually independent contractors’ and result in a ton of bad press about the privacy and security of our data handling […] please PLEASE do not release this as-is and at least make this a user preference if we absolutely must launch this. Please.”

Other employees who had tested the system said that it was a “bad bad idea,” and that they were not made aware that a human being did the call for them until after the call had been made: The tester “was not made aware of the caller being human and was only told after,” one employee wrote. “So they were concerned with information that they shared with the assumption that it is the secure AI which is making the call. Even with clear indication of human calling, I can think of many scenarios where I wouldn’t be comfortable with this and I am not positive about how our users will react to this.” 

Various Meta employees and regular users have posted about Muse’s ability to make phone calls, and their experience with it. Ravid Shwartz Ziv, who does AI research at Meta, posted on X that “this week, Muse called customer service on my behalf. It navigated the phone tree, waited on hold, spoke with a human rep, and resolved the issue (worked great!). The crazy thing for me (besides that it works) is that the rep didn’t blink. Talking to a bot was completely natural to them.” Others have posted that the call function didn’t work, or that the person on the other end hung up on the agent (some have said that Muse did what it was supposed to do). 

“Internal testing, aka dogfooding, is core to the product development process. While the response from employees has been overwhelmingly positive, the entire point is to get feedback so we can implement safety and privacy protections and improve features before we release them publicly,” a Meta spokesperson told 404 Media. “We’re working with merchants to continue improving this potential calling feature, and will only roll it out when it's ready and with the proper disclosures.”

Rivian always planned for its all-important R2 vehicle to be less expensive than its pricey R1 predecessors, but also less polluting. The production process for the R2 would rely on more renewable energy, and the vehicle itself would feature more recycled and biodegradable materials than the models that came before it. With this and a few other tricks, Rivian set the target to achieve a 50 percent lifetime carbon reduction for the R2 by 2030.

Today, the company released its 2025 impact report outlining its sustainability progress for the year. The main takeaway is that over the entire lifespan - everything from production, driving, and eve …

Read the full story at The Verge.

Cities around the country are ditching Flock’s automatic license plate reader (ALPR) cameras, and replacing them with equivalent cameras from law enforcement contracting giant Axon. That move in large part comes in response to 404 Media’s coverage of how local cops performed lookups in Flock for Immigration and Customs Enforcement (ICE), and how a cop in Texas searched Flock cameras nationwide to look for a woman who self-administered an abortion.

That brings up questions: what are cities and law enforcement agencies using Axon ALPRs for? And who are they in turn sharing that data with? 404 Media has started to find out, but needs the help of local residents and community members to figure out what is happening across the country.

Over the last few weeks, 404 Media has filed requests with various cities and police departments for Axon “activity reports” and “sharing reports.” These show in granular detail when a police officer searched Axon’s ALPRs, the name of the officer, their badge number, the license plate they reached, and, most importantly, the stated reason why. These activity reports are essentially Axon’s version of Flock’s “network audits,” which has been the basis of much of 404 Media’s Flock reporting, and local and national media outlets’ around the country. You can see an example of one here:

So far, 404 Media has obtained activity reports from the Benton County Sheriff's Office, WA; Falmouth Police Department, ME; Johns Creek Police Department, GA; Ocean Shores Police Department, WA; Pleasanton Police Department, TX; and Red Wing Police Department, MN.

But we need your help. Has your local police department or city switched to Axon ALPR cameras? Were they already using Axon? And do you want to know what they’re using those cameras for?

We’re asking interested readers to file the below public records request. You can simply copy this language, tweak it a little if necessary to apply to your state, then file the request with the relevant agency. You can do this by finding their relevant public records request email address, or by filing it through Muckrock. This is the platform we use for sending and organizing our records requests.

The Internal ALPR Activity report is the one shown above. The Network ALPR Activity report shows what other agencies the police department or city shares their data with. The ALPR Data Sharing report provides a history of when other agencies were invited, or removed, to receive the data. And the ALPR Hostlist Management Audit report details changes made to alerts the agency may receive.

If you file a request and get data back, please feel free to email it to us at joseph@404media.co. We’ve seen with the nationwide conversation about Flock that local residents can do a lot to reveal how surveillance technology is being used in their own communities. We hope we can find out a bit more about how agencies are using Axon’s cameras too.

To Whom It May Concern:

Pursuant to the [YOUR STATE’S PUBLIC RECORDS LAW], I hereby request the following records:

1. Internal ALPR Activity report in Axon.

The report should include data logged from the period of January 1, 2025, to the date this request is processed. Per Axon's documentation, the Internal ALPR Activity report is available within the LPR > ALPR Search > LPR Audit menu. You can find instructions to locate this here: https://www.axon.com/help/fusus/software/fusus/alpr/alpr-audit.htm

2. Network ALPR Activity report in Axon.

The report should include data logged from the period of January 1, 2025, to the date this request is processed. Per Axon's documentation, the Network ALPR Activity report is available within the LPR > ALPR Search > LPR Audit menu. You can find instructions to locate this here: https://www.axon.com/help/fusus/software/fusus/alpr/alpr-audit.htm

3. ALPR Data Sharing report in Axon.

The report should include data logged from the period of January 1, 2025, to the date this request is processed. Per Axon's documentation, the ALPR Data Sharing report is available within the LPR > ALPR Search > LPR Audit menu. You can find instructions to locate this here: https://www.axon.com/help/fusus/software/fusus/alpr/alpr-audit.htm

4. ALPR Hotlist Management Audit report in Axon.

The report should include data logged from the period of January 1, 2025, to the date this request is processed. Per Axon's documentation, the ALPR Hotlist Management Audit report is available within the LPR > ALPR Search > LPR Audit menu. You can find instructions to locate this here: https://www.axon.com/help/fusus/software/fusus/alpr/alpr-audit.htm

The requested documents will be made available to the general public, and this request is not being made for commercial purposes.

In the event that there are fees, I would be grateful if you would inform me of the total charges in advance of fulfilling my request. I would prefer the request filled electronically, by e-mail attachment if available or CD-ROM if not.

Thank you in advance for your anticipated cooperation in this matter. I look forward to receiving your response within the time period that the statute requires.

Sincerely,

[YOUR NAME]

In an astonishing development following Donald Trump’s asinine declaration on Truth Social that he’d ban journalists who persistently report correct things about him, CNN, MS NOW, and Politico are reporting that their journalists can no longer enter White House grounds because their press access has been revoked. 

Senior White House Reporter Betsy Klein told CNN on Saturday that she’d scanned her press badge at White House security only to have her PIN rejected. “The Secret Service agent in the guard house, with whom I have been friendly in the past, asked to see my badge,” a clearly furious Klein said. “He told me it had been deactivated.” Klein showed CNN the empty lanyard where her badge used to be, an appropriate metaphor for the further erosion of a free press amid the Trump administration. Yet despite the barriers the Trump administration is building to keep journalists like Klein out (say nothing of the new barrier between her and that Secret Service agent, oof), Klein remained undeterred in covering the Trump White House, saying, “We can do our job anywhere.” 

MS NOW White House correspondent Akayla Gardner also spoke about her experience being denied access to the White House. “I attempted to scan my badge, which we have to do to get into the White House grounds. It did not work,” she said. “There was a red beeping light, and so the officer asked me to hand over my badge. He said that it was disabled. I asked why I could not get inside. He said it was above him.” 

Despite this odious and alarming turn of events, CNN and MS NOW aren’t taking the insult lying down. “CNN’s mission to report on the U.S. government will continue regardless of any attempts to restrict physical access to the White House and other government buildings, or any other attempts to impede our journalism. We have a right under the U.S. Constitution to do our reporting without hindrance or interference from the government and this ban is an illegal assault on this fundamental right,” it said in a statement. MS NOW showed similar defiance, posting, “The White House belongs to the American people and the decisions made inside are funded by our tax dollars. MS NOW intends to take any and all steps necessary to defend our First Amendment rights and the essential role of independent journalism in our democracy. We stand firmly behind our anchors, our reporters, and our newsroom. We will continue to report on the President, the administration, and the issues that impact the American people.”