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AppleCare support consultants test new ChatGPT-like tool, “Ask”

By Joe Rossignol

Apple is internally testing a new generative AI tool, similar to ChatGPT, that will allow employees to provide faster technical support in the future.


Apple recently launched a pilot program that gives select AppleCare support advisors access to a new tool called Ask, which can automatically generate answers to technical questions they receive from customers, according to the message Information received by MacRumors. Advisors can then relay information to clients via online chats or phone calls.

“Ask” will automatically answer the query with relevant information from Apple's internal knowledge base, and consultants will be able to rate the answer as “helpful.” or “useless.” Consultants can ask up to five additional questions on each topic. Apple said it plans to make the tool available to more advisors in the future after collecting feedback.

Apple encourages participating advisors to use the Ask button before using traditional search methods or asking a senior advisor for information. and it states that the tool is useful for solving complex or unfamiliar problems. Because the tool links to Apple's internal knowledge base, the company ensures that the answers are factual, trackable, and useful.

An example of a query that the Ask command can answer: “Customer can't update their device to iOS 13.7 . What can be done?”

Apple is expected to widely adopt generative AI this year. Bloomberg's Mark Gurman said iOS 18 will include many new generative AI features for Siri, Spotlight, Messages “, “Health”, “Numbers”, “Pages”, Keynote, etc., and he was the first to reveal that the AppleCare team will use generative AI to speed up customer support. Details about Apple's internal “Ask” tool have been released for the first time. .

During an earnings call earlier this month, Apple CEO Tim Cook said the company is working on generative artificial intelligence and will share details later this year.” iOS 18 is expected to be announced at Apple's annual developer conference WWDC in June, with the update expected to roll out to all compatible iPhone users in September.

Generative AI became popular in late 2022 when OpenAI was released . ChatGPT is a chatbot that can respond to text and voice prompts. The chatbot is trained on large language models, allowing it to respond like a human. OpenAI has also developed tools that can automatically generate images and videos based on text prompts.

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