Apple Support's new generative AI assistant is being tested by a small audience
Apple's new AI-powered Support Assistant hasn't officially launched for everyone, but some users are able to test an early preview.
Credit: Apple
In July, we learned that there was a strong likelihood that Apple would soon launch a ChatGPT-style AI assistant for Apple Support. Now, it appears to be all but confirmed, thanks to a newly unearthed page titled "Support Assistant Terms of Use."
The page, spotted by MacRumors, confirms that the seemingly yet-unreleased Apple Support feature uses generative models. It also says that the feature is for technical support only.
It also outlines the rules that users automatically opt into upon using the Support Assistant -- chiefly, that you understand the risks associated with using generative AI.
"You understand and agree that generative models may occasionally generate incorrect, misleading, incomplete, offensive, or harmful outputs," a paragraph in the Services subsection reads. "To the extent you choose to use Support Assistant, you do so at your own initiative and are responsible for compliance with any applicable laws."
As previously mentioned -- it appears that the Support Assistant has not launched yet. However, as the terms of use page was last updated on July 15, we anticipate its launch will be imminent.
August 5, 1:15 pm ET: Some users have reported spotting the new Support Assistant already within the Apple Support app. This feature is currently not available to all users.
To check if you have it, you'll need to download the Apple Support app. If you're one of the chosen few, there will be a dedicated "Chat" button added to the bottom.
Tapping the button will launch the Support Assistant and allow you to ask questions to the new generative AI assistant. It can currently tackle questions relating to Apple products and services, troubleshoot problems with devices, and answer questions about device features.
In the event that it cannot answer your question, you'll have the option to escalate to a chat with Apple's support staff.
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Comments
I've argued for longer than I can remember for a real time question/answer system for support. Especially through Siri.
That would be the lowest hanging fruit because Apple already holds all the data necessary to provide rock solid support solutions and once in use, user feedback would enable it to be polished quickly.
Back in the day, iMac help systems held a wealth of key information right there on the machine. It was a joy to browse through and something interesting always popped up.
Having all that information available through voice/text with real-time, accurate responses is exactly what is needed.
Voice recognition systems are STILL too primitive to provide reliable functionality. Even something as simple as reciting an account or identification number still effs up regularly so I invariably end up tapping away at the keyboard.
I just beg these AI programmers not to make these assistants try to be my friend. Most of us using support tools have some sort of problem that we'd like to get resolved ASAP so we can resume our lives. I'm not accessing these services like it's some sort of cocktail party or social mixer.