A new MacRumors report says Apple is testing a ChatGPT-like generative AI tool called “Ask,” which is designed to enable employees to offer faster technical support.
The pilot program provides select AppleCare support advisors with access to a new tool called “Ask.” The tools can automatically generate responses to technical questions they receive from customers. Advisors can then relay the info to customers in online chats or on the phone.
“Ask” will automatically respond to a query with relevant information from Apple’s internal knowledge base, and advisors can rate an answer as “helpful” or “unhelpful.” Advisors can ask up to five follow-up questions per topic. Apple said it plans to make the tool available to more advisors in the future, after collecting feedback.
Apple is encouraging participating service advisors to use “Ask” before using traditional search methods or consulting a senior advisor for information, as the tool is useful for solving complex or unfamiliar issues.
Apple is working on several generative AI projects, and some expect to see iOS 18 contain several generative AI features across several Apple apps, including Siri, Spotlight, Messages, Health, Numbers, Pages, Keynote, and more, and he was first to report that the AppleCare team would use generative AI to speed up customer support.
