Since the generative artificial intelligence chatbot ChatGPT was launched at the end of 2022, more and more companies have applied this technology in customer service. Recently, the website MacRumors quoted sources saying that Apple has a similar plan. They are providing a ChatGPT-like tool “Ask” to some AppleCare support consultants, hoping to help employees provide faster technical support.
Reports indicate that “Ask” can automatically generate responses after receiving technical inquiries from customers, and AppleCare consultants can convey the information to customers through online chat or phone calls. “Ask” will respond to inquiries based on relevant information from Apple’s internal knowledge base. AppleCare consultants can rate answers as “helpful” or “not helpful” and ask up to five follow-up questions on each topic. It is reported that Apple plans to further provide “Ask” to more consultants after collecting usage opinions.
Apple encourages employees participating in the trial to use “Ask” to obtain information before using traditional search methods or consulting senior consultants, saying the tool is useful for solving complex or unfamiliar problems. Because the tool is linked to Apple’s internal knowledge base, it ensures responses are factual, traceable and useful. In addition to Apple employees starting to trial artificial intelligence tools, it is said that iOS 18, launched later this year, will also integrate generative artificial intelligence on a large scale into Siri, Spotlight, Messages, Health, Numbers, Pages, Keynote and other programs. It is generally expected that iOS 18 will be released at the WWDC annual developer conference in June and will be pushed to the corresponding iPhone in September.
Source of information and pictures:macrumors
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2024-02-25 05:00:28
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