Apple is actively developing an AI-based "Support Assistant" aimed at providing users with a more intelligent and efficient customer service experience. According to the latest information, this feature has been found in the code of the Apple Support app, but it is not yet officially launched. Users will be able to interact with this support assistant through chat functions to find solutions to their problems.
The existing Apple Support app already has a chat function based on "Messages," mainly used for communicating with online customer service. However, the future support assistant will go further, allowing users to directly input the problems they are facing before contacting online customer service and receive AI-generated solutions. This will greatly reduce the time users spend waiting for customer service and improve service efficiency.
According to the relevant code, after using the support assistant, users can choose to consult an Apple advisor for more professional help. The support assistant will use generative models to provide answers related to Apple products and services. It is worth noting that Apple has also reminded users that generative models may provide incorrect, misleading, or incomplete information in some cases, so users should not fully rely on this information and should still consider professional advice.
In addition, the support assistant feature may allow users to upload images, PDF files, or other documents related to their support requests, further enriching the interactive experience. Apple stated that it is working with partners to develop this support assistant, which may be powered by ChatGPT technology.
Currently, there is no clear timetable indicating when this support assistant will be officially released. However, Apple has already been testing a generative AI tool called "Ask," aimed at helping AppleCare support advisors better answer technical questions raised by customers. This tool will extract relevant information from Apple's internal knowledge base to provide more accurate responses during communication with customers.
Key Points:
🌟 Apple is developing an AI-based "Support Assistant" to enhance customer service efficiency.
💬 This assistant will allow users to receive AI-generated solutions before contacting online customer service.
🔄 Users can also upload related files for a more comprehensive interaction with the support assistant.