Apple is testing a system that uses AI to record Genius Bar conversations with customers, according to Bloomberg’s Mark Gurman. Gurman says some Apple retail stores have begun using a system known as “Live Notes,” which transcribes and summarizes Genius Bar sessions between customers and employees.
The AI-based system then adds the transcript to the employee’s iPad as part of the record of the repair session. The new system is designed to save workers time, allowing them to better focus on the customer, rather than being required to take notes throughout the appointment.
Gurman says the new feature is raising fears among some Apple retail employees that the recordings could eventually make their way into coaching sessions and/or performance reviews. However, the company says the recordings themselves won’t be saved and managers will not receive transcripts of the sessions. The transcripts and summaries can also be edited by the employees before saving them to the Genius Bar system.
“Live Notes” is also an opt-in program, meaning both the customer and employee must agree to have their session recorded, so neither side will be require to participate against their will. However, in my mind, I’m thinking, will it be looked upon as a negative if several employees do not agree to the transcripts. Plus, employees around the globe in all types of industries are being forced to deal with AI being introduced in their workplaces. They are increasingly concerned that tools like “Live Notes,” which are being pushed as productivity enhancers, could in the future be used to monitor job performance or in their employee evaluations. What happens if Apple expands the use of the feature to record interactions between new iPhone customers and retail staff?
The feature is currently in early testing and may not make it to full release. At this point, Apple hasn’t made it clear if it intends to expand the system chain wide, require employees to participate, or explain exactly how the transcripts will be accessed and used internally.