Apple is developing an AI assistant for customer support

Apple is developing an AI assistant similar to ChatGPT for customer support. The company's code has revealed signs of a feature called "Support" for the Apple Support app. Currently, the assistant is not active in the app, but users will be able to interact with it through chats. The existing chat feature in the Apple Support app allows communication with live agents, but the new assistant will likely enable users to open the app, input issues, and receive solutions before contacting a live specialist.

According to the code, users will have the opportunity to consult with an Apple advisor after using the assistant. It is known that the assistant uses generative models and provides answers regarding specific Apple products and services. At the same time, the company warns that such models may sometimes produce incorrect, misleading, or incomplete information, so customers should not rely on the responses as definitive advice.

The ability to upload images, PDFs, or documents indicates that the assistant will be able to process additional content related to support inquiries. Apple is collaborating with partners to implement this feature, and it may operate on the ChatGPT platform.

The official launch date of the assistant has not yet been announced, but AI testing for AppleCare advisors is already underway. This tool, called "Ask," is designed to automatically generate responses to customer technical inquiries based on Apple's internal knowledge base. Advisors can ask additional questions to clarify the situation, enhancing service efficiency.