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The Daily (NYT)

Call My A.I. Agent

27 min episode · 2 min read
·
Eli Tan

Episode

27 min

Read time

2 min

Topics

Productivity, Fundraising & VC, Design & UX

AI-Generated Summary

Key Takeaways

  • ✓AI Agents vs. Chatbots: Unlike chatbots that only converse, AI agents operate a full computer environment — running a browser, clicking buttons, signing into accounts, and executing multi-step tasks autonomously for hours without user input. Muse, Meta's agent, connects to DoorDash, Gmail, credit cards, Venmo, and calendars to complete real-world tasks end-to-end.
  • ✓Meta's Strategic Advantage: While OpenAI and Anthropic focused on advanced coding tools, Zuckerberg explicitly targeted non-technical users — "AI even his mom could use." Meta's edge is 3.5 billion existing users across Facebook, Instagram, and WhatsApp, plus a separate ad business generating billions quarterly, allowing Muse to launch completely free.
  • ✓High-Value Use Case — Hold Waiting: Muse's strongest demonstrated capability is navigating phone systems autonomously. It located a member ID from email, answered a security birthday question, reached the correct department at Anthem Dental, then patched Tan into the live call — completing in ten minutes what typically requires thirty-plus minutes of hold time.
  • ✓Dependency Risk Is Rapid and Subtle: Tan found that within weeks, his default response to any decision — including preheating an oven — became consulting Muse rather than thinking independently. Users intending to use agents only for specific tasks report quickly outsourcing cognitive effort broadly, suggesting intentional boundaries must be set before adoption, not after.
  • ✓Cute Avatar Design Is a Trust Strategy: Both Meta and OpenAI deliberately package agents as personalized, named, furry avatar characters. Users name their agent and assign it a personality on first launch. This design choice is calculated — reducing psychological resistance to sharing sensitive financial, medical, and personal data with software that has significant autonomous capability.

What It Covers

NYT tech reporter Eli Tan spent weeks testing Muse, Meta's first publicly released AI agent, which launched in September and reached number one in the App Store within days. The episode examines how the app works, what personal data it requires, where it succeeds, and where widespread adoption raises legitimate concerns.

Key Questions Answered

  • •AI Agents vs. Chatbots: Unlike chatbots that only converse, AI agents operate a full computer environment — running a browser, clicking buttons, signing into accounts, and executing multi-step tasks autonomously for hours without user input. Muse, Meta's agent, connects to DoorDash, Gmail, credit cards, Venmo, and calendars to complete real-world tasks end-to-end.
  • •Meta's Strategic Advantage: While OpenAI and Anthropic focused on advanced coding tools, Zuckerberg explicitly targeted non-technical users — "AI even his mom could use." Meta's edge is 3.5 billion existing users across Facebook, Instagram, and WhatsApp, plus a separate ad business generating billions quarterly, allowing Muse to launch completely free.
  • •High-Value Use Case — Hold Waiting: Muse's strongest demonstrated capability is navigating phone systems autonomously. It located a member ID from email, answered a security birthday question, reached the correct department at Anthem Dental, then patched Tan into the live call — completing in ten minutes what typically requires thirty-plus minutes of hold time.
  • •Dependency Risk Is Rapid and Subtle: Tan found that within weeks, his default response to any decision — including preheating an oven — became consulting Muse rather than thinking independently. Users intending to use agents only for specific tasks report quickly outsourcing cognitive effort broadly, suggesting intentional boundaries must be set before adoption, not after.
  • •Cute Avatar Design Is a Trust Strategy: Both Meta and OpenAI deliberately package agents as personalized, named, furry avatar characters. Users name their agent and assign it a personality on first launch. This design choice is calculated — reducing psychological resistance to sharing sensitive financial, medical, and personal data with software that has significant autonomous capability.

Notable Moment

Tan gave Muse no dental insurance login credentials — only permission to search his email. The agent independently located his member ID, answered a security verification question, navigated the phone system, and connected him directly to the correct Anthem Dental representative, all within ten minutes.

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Episode Transcript

Behind every scientific discovery at Genentech are people driven by a shared purpose, advancing science to change patients' lives. You have to be humble in the face of nature. Making medicines, it's really, really hard. It actually fails a lot of the time. This can't be. My whole life should be in front of me. Watch The Impossible Bet, a new documentary highlighting Genentech's critical breakthroughs at nytimes.com/genentech-film. That's nytimes.com/genentech-film. From the New York Times, I'm Natalie Kitroef. This is The Daily. Over the last few weeks, millions of people have rushed to download a new class of powerful AI apps called agents. They're incredibly useful. They're honestly kinda cute. And all they need to work is your most sensitive personal information. Today, my colleague Eli Tan on why he and so many Americans are opening up their entire lives to technology that we're just beginning to understand. It's Tuesday, October 6. Eli Tan, first time on The Daily, and we are very happy to have you on the show. Happy to be here. Okay. So we've been talking a lot here recently on The Daily about artificial intelligence gone awry. AIs going rogue, doing things they shouldn't, hacking into places they shouldn't, aka AI behaving badly, doing things that feel scary to a lot of people. But you, Eli, have been focusing on a very different side of AI, a potentially very helpful version of this technology. And we wanna talk about what exactly that has looked like. So just tell us what you've been up to. For the past few weeks, I've given my life over to this app called Muse, which is an AI agent created by the company Meta, and it's really the first agent of its kind that's been released to the public. Think of an AI agent as a chatbot that has access to its own computer where it can use a monitor and a keyboard and a mouse. So instead of just conversing with you like a person, it can actually go online and do tasks for you and work on its own autonomously in the background for hours at a time. Basically, it can be your personal assistant, right, powered by AI. And not in this case, an AI chatbot, but an AI agent. Exactly. A personal assistant is what Meta is calling it. And in the world of AI, these agents are a real leap forward in the kind of technology that right now mostly powers chatbots. Agents can operate software. They can operate apps. They can sign into your accounts. And the hope here is that because these agents can do so much more than chatbots, they can become much more useful in a way that the chatbots have not. Well, can it do something for me, this agent? Yeah. I mean, what do we wanna what do we wanna do? Like... I have a desire for lunch, a sort of salad like thing with protein. Can you do that? …

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