Microsoft is currently testing an AI assistant in the form of a chatbot to streamline Xbox technical support. The company refers to this tool as an animated "AI character." This chatbot is linked to Microsoft support documents for the web and Xbox ecosystem, enabling it to respond to inquiries and process game refund requests on the Microsoft support site.
Recent testing has expanded to include support requests from all Xbox customers, with Microsoft confirming the chatbot's presence on the gaming platform. The AI assistant prototype, managed by Haiyan Zhang, chief manager of gaming artificial intelligence for Xbox, can answer questions through both text and voice, providing players with faster access to information using natural language.
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We are testing an Xbox Support Virtual Agent, an internal prototype of an animated character that can query Xbox Support topics with voice or text, The prototype makes it easier and quicker for players to get help with support topics using natural language, taking information from existing Xbox Support pages.
This AI assistant is equipped to offer solutions for various issues, including technical malfunctions and subscription problems. Part of a broader effort by Microsoft Gaming, this Xbox chatbot prototype is intended to introduce AI-powered features to the Xbox platform and associated developer tools.
The Xbox chatbot starts with asking the user “How can I help you today?” and can quickly respond to support requests ranging from a broken Xbox to helping resolve issues with subscriptions. Reportedly, Microsoft is internally testing the chatbot with queries for the Minecraft Realms subscription-based server hosting service.
In addition to enhancing game content creation and operations with AI capabilities, Microsoft is exploring the use of AI-generated assets and non-player characters. The company is considering employing Copilot for content moderation on Xbox. There are also plans to introduce an AI assistant for in-game guidance purposes, providing ways for players to get help while they play.
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