Microsoft is reportedly testing an AI chatbot for its Xbox that will provide customer support to users. The Xbox Virtual Support Agent (chatbot) automates support tasks and answers player questions using AI.
Microsoft’s new AI chatbot could soon take over customer support for Xbox
Sources indicate that the chatbot connects to the Xbox network and ecosystem support documents, providing a range of responses to various customer support queries. Although it’s currently in a test phase, it could be rolled out to Xbox users around the world in a few months.
Haiyan Zhang, who is responsible for AI gaming at Xbox, confirmed the existence of the Xbox Support Virtual Agent, describing it as an internal prototype that can handle support topics using natural language mined from existing Xbox support pages. She pointed out that this will make it easier and faster for players to get help whenever they need it.
In any case, details regarding the timeline for this chatbot remain undisclosed, but a credible source reveals that it is currently in the testing phase for support inquiries about Minecraft Realms. Therefore, there are high chances that this chatbot will become active soon after successful tests.
Also, apart from answering users’ questions and queries, this bot could help them get refunds after purchasing games from Microsoft’s website, further enhancing its duties as a customer service agent.
The company also has some other plans for its AI customer support chatbot
In addition to having an AI chatbot, Microsoft also plans to incorporate AI into other aspects of its Xbox platform, such as developing AI-powered copilots for moderation tasks that include content moderation and enforcement processes.
On the other hand, while most of Microsoft’s AI initiatives are primarily aimed at developers within Xbox, a broader integration of AI technology into consumer-facing areas also seems inevitable. The collaboration with InworldAI (creator of NPCs endowed with artificial intelligence) and the possible introduction of scaling solutions through artificial intelligence techniques in images, clearly shows how determined Microsoft is to improve the gaming experience through advanced AI applications.
Microsoft is still improving their AI-based projects used on their X-box systems, so they intend to have more efficient models for gaming, which will take time.