Apple is making strides in cusTomer service with the dEVElopment of an AI -driven ‘Support Assistant’. This innovative feature, discovered in the AppleSupport app’s code, is set to transform how users solve problems related toApple products and services.
Unlike the current chat function in the Apple Support app, which is mainly forcommunicating with online customer service, the future Support Assistant willenable users to directly input their problems and receive AI – generatedsolutions. This can significantly cut down the waiting time for customerservice, thus enhancing service efficiency.
The Support Assistant will utilize generative models to offer answers aboutApple’s offerings. However, Apple warns users that these models mightsometimes give incorrect, misleading, or incomplete information. Therefore,users are advised not to rely solely on these answers and to seek professionaladvice from an Apple advisor when necessary. After using the SupportAssistant, users have the option to consult an advisor for more in – depthhelp.
To further enrich the user experience, the Support Assistant may support theupload of images, PDF files, or other relevant documents. This allows for amore comprehensive interaction between users and the assistant. Apple iscollaborating with partners on this project, and it’s speculated that theSupport Assistant might be powered by generative AI technology, potentiallychatgpt.
As for the release time, there’s no clear schedule yet. Nevertheless, Apple isalready testing an AI tool named ‘Ask’. This tool helps AppleCare supportadvisors by extracting information from Apple’s internal knowledge base,enabling them to provide more accurate responses to customers’ technicalquestions during communication.
