Microsoft is reportedly in the process of introducing an AI-driven chatbot for its Xbox platform, aimed at enhancing customer support automation. This initiative is part of the tech company’s broader efforts to incorporate artificial intelligence more significantly into its product offerings. Recently, Microsoft announced the launch of its first AI-enabled PCs with the Surface Pro 10 and Surface Laptop 6, which feature an easily accessible Copilot key.
According to a report from Technology News, the company is exploring AI capabilities for its gaming platform. Sources familiar with the situation have revealed that the chatbot, currently under testing, is designed to address support-related inquiries. This AI system is expected to leverage information from Xbox support documents, enabling it to assist users with various troubleshooting issues, hardware concerns, account problems, and the processing of game refunds.
The chatbot has been identified as the Xbox Support Virtual Agent, presently in the prototype stage. However, its availability for broader testing suggests a potential public release may be on the horizon. Microsoft verified this development in a statement to Technology News.
Haiyan Zhang, General Manager of Gaming AI at Xbox, elaborated on the initiative, stating, “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. The prototype facilitates faster and easier access to support topics for players, utilizing natural language and drawing from existing Xbox Support resources.”
Although the implementation of a customer support chatbot may not represent a revolutionary advancement in AI, this initiative could signal Microsoft’s intentions for more extensive AI integration within the Xbox ecosystem. Looking ahead, there is potential for AI features to extend to game content creation, game operations, and the development of AI-generated art and assets for gaming. Furthermore, the company is already pursuing the creation of AI-powered non-playing characters (NPCs).
