Carriers and Amazon stop the Meta AI agent Muse

Meta started the AI agent Muse on September 8. Muse makes phone calls for a user, and it had more than 5 million downloads in its first month. Amazon does not let Muse buy items. Many carriers identify the calls of Muse and stop them before a human agent gets them. The platforms say that AI calls add to the work of customer-service teams and increase the risk of fraud.

What Muse does

With the consent of the user, Muse calls a carrier for the user. It goes through the voice menus, does the identity check, and negotiates a lower price. CNET reports that the first users got lower prices.

The blockade

Amazon does not let Muse buy items. Many carriers identify the calls and stop them before a human agent gets them. The platforms give these causes:

• AI calls add to the work of customer-service teams that have too much work.
• Identity fraud and harassment calls are a risk.

What Meta says

Meta says that each external step must have clear consent from the user. It says that the agent keeps account credentials in an isolated virtual environment. The AI cannot read them as plaintext. This did not remove the risk for the platforms.

The numbers

Similarweb data shows that Muse had 2.182 million active users in one day on October 5.

Human, a research firm, says that Muse was 40% of all agent traffic in the last month.

A Deutsche Bank analyst expects the agent to be 8% of the revenue of Meta by 2030.