Apple testing new ‘Ask’ AI chatbot with AppleCare support advisors
Apple is said to be in the testing phase of an AI tool named “Ask” designed for AppleCare support advisors. This tool generates responses by utilizing knowledge acquired from an internal database.
The company’s venture into AI is no secret, with CEO Tim Cook expressing anticipation for developments in 2024. Although no official announcements have been made, it is likely that Apple is actively developing and testing various tools employing generative models, akin to the functionality of ChatGPT.
As per information obtained by MacRumors, Apple initiated a pilot program introducing the AI tool “Ask” to select AppleCare support advisors. This tool automatically formulates responses to technical queries based on data from Apple’s internal database.
Distinguishing itself from a conventional search tool that provides uniform results based on relevance, the “Ask” program tailors its responses to specifics mentioned in the query, such as the device type or operating system. Advisors can then categorize these responses as “helpful” or “unhelpful.”
Addressing the potential issue of generative language models producing hallucinations, the “Ask” tool aims to mitigate this by exclusively training on its internal database, incorporating additional checks to ensure responses are “factual, traceable, and useful.”
Following the collection of feedback, it is anticipated that this internal tool will be extended to more advisors in the future.