Xbox is working on an AI chatbot to handle customer support requests

Microsoft is working on an AI chatbot which could take the place of customer support staff.

As reported by The Verge, the company has been testing the new AI-powered chatbot, which uses an “embodied AI character” that animates when it answers support questions.

The chatbot, which is currently named the Xbox Support Virtual Agent, is being tested internally at Microsoft but the report claims its testing pool has been expanded in recent days.

If the tests are successful, it could mean that the AI assistant could end up handling support for all Xbox customers at some point in the future.

The AI could theoretically help users with a number of problems, ranging from broken Xbox consoles to resolving paid subscription issues.

Xbox general manager of gaming AI, Haiyan Zhang, confirmed to The Verge that the chatbot exists.

“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,” she said.

“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.”

Further reading

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Xbox partners with Inworld ‘to build AI game dialogue and narrative tools at scale’

"Together, we aim to deliver an accessible, responsibly designed multi-platform AI toolset"

The chatbot is one of a number of AI projects Microsoft and Xbox are working on at the moment.

In November, Xbox announced a multi-year deal with Inworld to build AI dialogue and narrative tools at scale.

Inworld hit the headlines in August after a Grand Theft Auto 5 mod let players talk to NPCs using its generative AI platform.