One of the anticipated changes many people expect Apple to add to iOS 18 in the upcoming June update is the integration of generative AI. However, even before iOS 18, Apple already uses generative AI tools internally. A recent report by MacRumors suggests that some Apple Care team members are already using a ChatGPT-like tool, internally known as Ask. This tool already enables these teams to answer customer support questions much faster, saving time and enabling customers to get quicker and more accurate answers.
What is Ask?
Ask is a cutting-edge generative AI tool used by Apple’s support teams. It is similar to ChatGPT and Google’s Gemini. Its primary function is to facilitate the rapid retrieval of information from Apple’s extensive internal support database in response to customer queries. Instead of using conventional search methods or relying on colleagues for assistance, Apple Care advisors are encouraged to utilize Ask as their first line of support.
Ask leverages the latest advancements in generative AI technology to deliver exact and easily digestible answers to customer inquiries. By streamlining access to relevant information, Ask significantly enhances the efficiency and reliability of customer support interactions within the Apple Care ecosystem.
How does Ask work?
When a customer inquiry is received, it is automatically input into the Ask tool, initiating a dynamic search process. Ask then scans through Apple’s vast repository of support documents, knowledge bases, and resources to identify the most relevant and accurate response. For instance, if a user asks how to reset their device, Ask searches through comprehensive support materials to create step-by-step instructions tailored to the specific model and software version.
After generating the answer, advisors are prompted to provide feedback on Ask’s utility, indicating whether the solution effectively resolved the customer’s query. This feedback is a crucial component of Ask’s continuous improvement cycle, enabling enhancements in accuracy, relevance, and overall effectiveness over time. These ongoing refinements based on user feedback and data analytics allow teams working on Ask to evolve it into a highly sophisticated and reliable tool.
The Future of Ask
While currently in the beta testing phase with a select group of AppleCare advisors, Ask will eventually be rolled out to more teams in the company. The rollout to more AppleCare advisors and potentially other employees will likely enhance internal operational efficiency. By empowering teams with access to accurate information, particularly within support departments, Ask has the potential to streamline workflows and improve overall productivity significantly.
Furthermore, there’s anticipation surrounding integrating similar features in upcoming Apple software updates, including iOS 18, iPadOS 18, and macOS 15. These features could extend the benefits of Ask directly to users, allowing them to quickly resolve specific issues and access relevant assistance without extensive troubleshooting or external support channels.
