Some Apple support staff are reportedly using an internal AI tool called Apple Ask to answer customer questions. Apple Ask uses artificial intelligence to help support advisors help customers.
So how does Apple Ask work? Support advisors can type in or explain a customer’s question to Apple Ask. Then the AI searches Apple’s large database of answers to find a reply. It looks for solutions to problems, including hard questions the advisor does not know.
Apple wants advisors to try Apple Ask first before other search tools or asking more experienced coworkers. The company says Apple Ask is helpful for tricky or unfamiliar issues. Since it is connected to Apple’s answer bank, responses should be true and able to solve the problem.
Advisors can say if an Apple Ask answer was useful or not useful. They can also ask up to five follow up questions per topic. Apple is testing Apple Ask with some advisors now. Later, more advisors may be able to use it.
Apple Ask is part of Apple’s big plans for AI. Apple wants AI to be helpful while protecting customer privacy. The company built its own AI system like ChatGPT for internal use. It is called AppleGPT.
Updates are coming to Siri too. Future versions may have talks with Siri like Apple Ask. Siri could use AI to understand language better and assist customers more. Almost half of Apple’s AI jobs now involve “deep learning.” This type of AI can quickly generate language, sound and code to respond to users.
Apple aims to go beyond chatbots like ChatGPT. It wants to develop technology that does calculations using your device, not remote servers. Apple is also working on using photos and text for powerful augmented reality experiences.
With Apple Ask, Apple aims to improve customer service while exploring new applications of privacy-focused AI. Has Apple created a better smart assistant for resolving issues? Only time will tell as Apple continues testing and developing this intriguing new tool.
