Apple is currently testing a new AI tool similar to ChatGPT, called "Ask," internally. This tool aims to streamline technical support processes by providing employees with quick and relevant information from Apple's internal knowledge base. Employees can rate the responses as "helpful" or "unhelpful" and ask follow-up questions on each topic.
The company plans to expand the availability of "Ask" to more advisors in the future, after gathering feedback. Apple encourages advisors to utilize this tool before resorting to traditional search methods or seeking assistance from senior advisors, especially for complex or unfamiliar issues.
"Ask" is designed to provide factual, traceable, and useful responses, as it is linked directly to Apple's internal knowledge base. For example, it can address queries like troubleshooting device update issues.
Apple is poised to integrate generative AI more extensively across its products, with iOS 18 expected to feature numerous generative AI enhancements in Siri, Spotlight, Messages, and other apps. This move follows reports that the AppleCare team will leverage generative AI to enhance customer support.
While Apple CEO Tim Cook hinted at the company's work on generative AI during an earnings call, details about the internal "Ask" tool have only recently surfaced. iOS 18 is anticipated to be announced at WWDC in June, with a public release slated for September.
Generative AI gained significant attention in late 2022 with the release of ChatGPT by OpenAI, showcasing the potential of AI language models to mimic human-like responses.
