Apple has announced plans to discontinue human support for users on social media platforms X (formerly Twitter) and YouTube. According to recent reports, the company will cease its chat-based support service by October. The Apple Support account on X will not provide human replies to support requests sent via direct messages. Moreover, this change will also affect the Apple Support Community online forum, where human interaction will be replaced with automated responses directing users to the help center. This decision comes just weeks ahead of the introduction of the new iPhone 15.
A report from MacRumors, citing anonymous sources, indicated that the human support roles on X, YouTube, and the Apple Support Community will be dropped starting October 1. Users on these platforms will receive automated responses instead of personal assistance for their inquiries.
The same report mentioned that Apple is offering chat support staff positions within phone-based support roles, which will impact hundreds of employees. Furthermore, employees will not have the option to transfer to another chat-based role unless they have medical concerns, the report added.
In addition, the company plans to offer training for the transitioning employees, aiming to complete this process by November. Apple began its customer support interactions on X/Twitter back in 2016, utilizing the platform to share tips on Apple products while addressing user inquiries.
Meanwhile, Apple is preparing for the upcoming “Wonderlust” event on September 12, where it will unveil the iPhone 15 series, among other products. The lineup is expected to include the Apple Watch Series 9 and the Apple Watch Ultra 2, along with announcements regarding the launch dates for iOS 17 and watchOS 10. The event will be livestreamed on apple.com and on the Apple TV app.
