Microsoft developing AI chatbot to automate support tasks – the Verge

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

According to The Verge, the tech giant is experimenting with an “embodied AI character” designed to provide real-time responses to Xbox support inquiries. This initiative forms 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, can handle user queries and manage game refunds via Microsoft’s support website.

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

Microsoft recently expanded the testing phase for the AI bot, suggesting 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 develop similar AI support solutions. Using Microsoft’s Azure AI Bot Service, entities like Vodafone and PwC have created their own conversational AI bots.

Initiating interactions with the greeting, “How can I assist you today?”, the Xbox chatbot is designed to quickly address a range of support issues, from hardware malfunctions to subscription-related queries, as reported by The Verge.

This initiative represents just a part of Microsoft Gaming’s broader ambition to integrate 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 collaboration with Inworld.

Furthermore, the Windows maker is investigating 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 aid players during gameplay.