Microsoft developing AI chatbot to automate support tasks - the Verge

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Microsoft developing AI chatbot to automate support tasks - the Verge
Credit: © Reuters.

Microsoft (NASDAQ: MSFT ) is reportedly in the process of developing an AI-powered chatbot for Xbox, seeking to enhance customer support within its gaming division.

According to The Verge, the tech giant is experimenting with an "embodied AI character" designed to offer real-time responses to Xbox support inquiries. This effort is part of Microsoft's broader strategy to integrate AI technology across its Xbox services and platform.

The chatbot, which has access to Microsoft's support documents for the Xbox network and ecosystem, is capable of addressing user queries and managing game refunds via Microsoft's support website.

An internal description of the Xbox chatbot reportedly reads, “This agent can help you with your Xbox support questions.”

Microsoft recently expanded the testing phase for the AI bot, hinting at the potential for this "Xbox Support Virtual Agent" to eventually cater to all Xbox user support needs. The company has officially confirmed the chatbot's development.

The functionality of the Xbox chatbot mirrors Microsoft's encouragement for its customers to create similar AI support solutions. Utilizing Microsoft's Azure AI Bot Service, entities like Vodafone and PwC have developed their own conversational AI bots.

Initiating interactions with the greeting, “How can I help you today?”, the Xbox chatbot is designed to swiftly address a range of support issues, from hardware malfunctions to subscription-related queries, the Verge reports.

This initiative represents just a segment of Microsoft Gaming's larger ambition to incorporate AI into various aspects of the Xbox ecosystem, including content creation, game operations, and device functionalities.

Efforts include exploring AI for generating game art, automating game testing, and developing AI non-player characters in partnership with Inworld.

Moreover, the Windows maker is exploring the use of AI Copilots for tasks such as content moderation and support in enforcement and appeals procedures, alongside integrating AI assistants into games to assist players during gameplay.

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