The future time, when you will call Xbox customer support for help, you may get the help from an AI chatbot.
According to The Verge, Microsoft has created and is testing an AI chatbot-that-has-its-own-avatar-and-handles-the-support-request-service.
The virtual media rep can either deal with a text or a voice request, the company said.
Haiyan Zhang, the gaming AI general manager at Xbox, said that the new feature will make it “easier and faster for gamers to ask for help with supporting topics using natural language, thus the process will be “easier and faster for gamers to get help with supporting topics using naturally language.”
The bot will get the data from the visited Xbox support pages and will be able to answer questions and handle tasks such as game refunds, subscription issues, or broken consoles. Although the AI chatbot is not giving new information to customers, it will simplify the way to get that information.
Although the bot is at the moment being tested internally for support requests on Minecraft Realms, Microsoft has said that the testing pool has been expanded in the past few days, meaning a larger rollout will probably happen soon.
This change is linked to the company’s general strategy of making AI a major part of its gaming products and also pushing AI to be integrated into the general society. Microsoft is also doing its best to introduce AI to its game creator software, such as AI game testing, AI NPCs, and AI-based safety and moderation tasks. Microsoft has not followed any AI-generated graphics or voice assets for its games for now.
Although customer support chatbots are not the latest invention, they were not without difficulties, like that time when someone tried to fool an AI chatbot into selling a car for $1. It is still not determined how much power this chatbot will have in the contrast to a human in the case of refunds or whether it will be allowed to access any information that is not in the official support forms.
