Apple is currently testing an internal generative AI tool, similar to ChatGPT, that will allow staff members to provide faster technical support in the future.
According to information gathered by MacRumors, Apple recently introduced a test program that gives a limited group of AppleCare support advisors access to a new tool dubbed “Ask” that can automatically produce answers to technical inquiries they get from clients. Advisors can then communicate the information to clients via phone or online.
Advisors can designate an answer as “useful” or “unhelpful” when “Ask” automatically provides pertinent information from Apple’s internal knowledge base in response to an inquiry. Each issue may have up to five follow-up questions from advisors. After gathering input, Apple stated it intends to make the technology available to other advisors.
Apple states that “Ask” is a helpful tool for resolving complicated or unfamiliar issues, and it urges participating advisors to use it before relying on traditional search methods or seeking advice from a senior advisor. Because Apple has integrated the tool with its internal knowledge base, the business guarantees that the answers are accurate, verifiable, and practical.
We anticipate that Apple will use generative AI extensively this year. According to Mark Gurman of Bloomberg, t iOS 18 will have numerous new generative AI features across Siri, Spotlight, Messages, Health, Numbers, Pages, Keynote, and more.