Microsoft testing AI assistant for Xbox support queries
Tech giant Microsoft is reportedly developing an AI chatbot to enhance customer support on its gaming console Xbox, as virtual assistants gain foothold across industries. As per sources, the ‘Xbox Support Virtual Agent’ currently in beta is described as an “animated character” capable of responding to textual and voice queries related to the gaming platform.
Microsoft Gaming AI head Haiyan Zhang confirmed to The Verge they are prototyping such a prototype to organize support topics about hardware troubleshooting, subscriptions, and potentially even processing refunds directly.
Powered by natural language processing, the embodied AI aims to streamline routine queries and redirect complex issues to human agents. This could potentially reduce call centre traffic while addressing users 24/7 globally.
The software behemoth has heavily invested in AI innovation of late, with key appointments like Google DeepMind co-founder Mustafa Suleyman to spearhead a new generative technologies division.
Meanwhile, a large number of virtual customer care assistants have also been adopted across e-commerce, insurance, banking, and more for FAQs, technical glitches, order status, and similar recurring tasks.
While rollout timing remains vague, Microsoft joins rivals leveraging conversational platforms for improved after-sales support – signifying the technology’s ability to automate low-risk interactions at scale.
