Apple has initiated a pilot program introducing a new tool called “Ask” to select AppleCare support advisors. This tool is designed to automatically generate responses to technical queries from customers during online chats or phone calls. AppleCare advisors can utilize “Ask” to retrieve relevant information from Apple’s internal knowledge base, providing quick and accurate responses to user questions.
The tool allows advisors to rate responses as “helpful” or “unhelpful” and permits up to five follow-up questions per topic. Apple plans to expand the availability of “Ask” to more advisors in the future based on the feedback collected during the pilot phase.
Apple encourages its support advisors to leverage “Ask” before resorting to traditional search methods or consulting senior advisors, particularly for solving complex or unfamiliar issues. The tool is directly linked to Apple’s internal knowledge base, ensuring that responses are factual, traceable, and genuinely useful.
For instance, “Ask” can address queries such as, “A customer is unable to update their device to iOS 13.7. What can be done?”
This move aligns with Apple’s broader strategy to incorporate generative AI features, as reported by Bloomberg’s Mark Gurman. The upcoming iOS 18 is expected to integrate generative AI across various Apple services, including Siri, Spotlight, Messages, Health, Numbers, Pages, Keynote, and more. Gurman also previously noted that AppleCare would leverage generative AI to enhance customer support, marking the first public disclosure of the internal “Ask” tool.
During an earnings call earlier this month, Apple CEO Tim Cook hinted at the company’s focus on generative AI, promising more details later this year. iOS 18 is anticipated to be unveiled at the annual WWDC developer conference in June, with a subsequent release for compatible iPhones in September.
Reference: macrumors