Apple is reportedly testing a new AI tool, similar to ChatGPT, for its AppleCare Support Advisors. This tool, known as Ask, aims to provide faster technical support to customers.
According to MacRumors, Apple has initiated a pilot program that grants selected AppleCare support advisors access to the Ask tool. This tool can generate responses to technical queries from customers, allowing advisors to relay the information during online chats or phone calls.
Ask will automatically provide relevant information from Apple’s internal knowledge base in response to a question. Advisors can rate the answer as helpful or unhelpful and ask up to five follow-up questions per topic. Apple intends to expand the tool to more advisors in the future based on feedback received during the pilot program.
The company encourages advisors to utilize Ask before resorting to traditional search methods or seeking assistance from senior advisors. Apple emphasizes that the tool is particularly beneficial for resolving complex or unfamiliar issues, given its integration with the internal knowledge base to deliver factual and useful responses.
For example, Ask can address queries like, A customer is unable to update their device to iOS 13.7. What can be done?
It is anticipated that Apple will embrace generative AI extensively in the coming year. Bloomberg’s Mark Gurman has indicated that iOS 18 will introduce various generative AI features across multiple Apple services and products. Apple’s application of generative AI for customer support within the AppleCare team marks a significant usage of this technology.
During an earnings call, Apple CEO Tim Cook mentioned the company’s ongoing work with generative AI, hinting at forthcoming details. The rollout of iOS 18 is expected to coincide with Apple’s annual WWDC in June, with the update becoming available to users with compatible iPhone models by September.
Generative AI gained momentum with the introduction of ChatGPT by OpenAI in late 2022. This chatbot, trained on large language models, can deliver responses akin to human interaction. In addition to text responses, OpenAI has developed tools capable of generating images and videos based on text prompts.
The incorporation of generative AI by Apple signals a strategic move towards enhancing customer support services and delivering accurate technical assistance efficiently. This development underscores Apple’s commitment to leveraging advanced technologies to benefit its user base.
