Aaron Perris, a contributor for MacRumors, discovered evidence in Apple’s code indicating that Apple is developing a new AI-powered feature called “Support Assistant” for the Apple Support app. This assistant is designed to provide generative AI-based customer support through chat interactions, allowing users to describe their issues and receive AI-generated solutions before being connected to a live Apple support agent if needed.
Let’s have a look at the key details about the Apple Support Assistant found by Aaron Perris include:
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It uses generative AI models to answer queries related to Apple products and services.
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Users will be able to interact with the assistant via chat within the Apple Support app.
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The assistant may support uploading images, PDFs, or documents to help diagnose problems.
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Apple warns that the AI might produce incorrect or misleading responses, so users should not rely solely on it for critical advice.
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This feature is not yet live but is expected to launch in a future update of the Apple Support app.
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The development aligns with Apple’s broader AI initiatives, including partnerships with OpenAI and improvements to Siri under AI chief John Giannandrea.
Aaron Perris’s findings highlight Apple’s move to integrate a ChatGPT-style AI assistant into its customer support ecosystem, aiming to enhance user experience by providing quick AI-generated help while maintaining the option to escalate to human advisors.