Xbox May Introduce AI Chatbot To Deal With Customer Support Queries

Xbox May Introduce AI Chatbot To Deal With Customer Support Queries

Microsoft and AI go hand in hand – or at least that’s their goal today. With AI and Copilot being at almost every corner of the company’s services, it is reportedly testing a new AI-powered chatbot for Xbox that can automate the customer support process, according to The Verge.

It is understood that the Xbox AI chatbot “is part of a larger effort inside Microsoft to apply AI to its Xbox platform and services,” according to Tom Warren of The Verge. Essentially, it learns about everything provided in the support documents regarding the gaming platform, responds to questions, and even processes game refunds as needed. “This agent can help you with your Xbox support questions,” the description of the chatbot reads.

Such a concept of AI-trained chatbots is not new, and it has already been applied to some of the corporate clients that use Microsoft’s Azure AI Bot Service for their support chatbots. Sources told The Verge that the chatbot is also tested to deal with queries regarding Minecraft Realms, the game’s server-hosting subscription service. Microsoft officially confirms the chatbot’s existence to the publication as well.

Chatbots are just one way of using the capabilities of AI, and the company is looking to integrate them further into the ecosystem, including safety and content moderation. Direct in-game integrations are also considered, which should come in the form of AI-based NPCs, or guiding players in the game through an AI assistant.

Pokdepinion: I can see customer support being the first line of jobs getting entirely replaced by AIs.