Apple testing ChatGPT-like AI tool with support staff | – Times of India

Apple is reportedly testing a new ChatGPT-like generative AI tool internally with its employees. This tool is expected to enable employees to offer faster technical support in the coming days.
According to a report by MacRumors, the Cupertino-based tech giant recently launched a pilot program of the AI tool. Under this program, the company has provided select AppleCare advisors with access to the new AI tool named “Ask”.
This tool can automatically generate responses to technical questions they receive from customers. Once the tool generates the answers, support staff can then relay the info to customers in online chats or on the phone.

How Apple’s AI tool will work for its support staff

“Ask” will be able to automatically respond to a query with relevant information from Apple’s internal knowledge base. The company’s support advisors will be allowed to rate an answer as “helpful” or “unhelpful.”
Support agents can also ask up to five follow-up questions per topic. Apple is planning to make the tool available to more advisors in the coming days after collecting feedback from the initial test.

Apple is also encouraging participating advisors to use “Ask” before using traditional search methods or consulting a senior advisor for info. The company also noted that the tool is useful for solving complex or unfamiliar issues.

As the tool is linked to Apple’s internal knowledge base, it will also ensure that the responses are factual, traceable and useful.
An example of a query that “Ask” can respond to: “A customer is unable to update their device to iOS 13.7. What can be done?”

Apple’s AI plans

Apple is expected to adopt generative AI in a major way in 2024. Bloomberg‘s Mark Gurman reported that iOS 18 will include several new generative AI features across Siri, Spotlight, Messages, Health, Numbers, Pages, Keynote, and more.
Gurman was also the first to report that the AppleCare team may use generative AI to speed up customer support. However, details about Apple’s internal “Ask” tool have been reported for the first time
Earlier this month, while addressing an earnings call, Apple CEO Tim Cook said the company was working on generative AI and would share details “later this year.”
iOS 18 is expected to be announced at Apple’s annual developers conference WWDC in June. The update is expected to be released to all users with a compatible iPhone by September.