Apple Continues Improving Apple Support App's AI Assistant

[MacRumors]

Apple is continuing to improve the AI Support Assistant that it is testing in the Apple Support app, introducing new functionality in the latest update.

In addition to answering questions about Apple devices and services and providing device-specific help, Apple says the Support Assistant is able to help run diagnostics to show details about a device's health and performance.

The Apple Support app now has a more informative interface for the Support Assistant, and the tab for accessing the feature has an updated "Ask" label with a new icon instead of a "Chat" label. Apple is no longer calling the Support Assistant an "Early Preview," suggesting it is now available in a more official capacity.

Despite the update, the Support Assistant remains limited, and it is not yet available to all users. It's possible that Apple has expanded the feature to a larger number of testers, but not everyone will see it yet.

Apple began testing the Support Assistant last August. The tool uses AI to answer questions related to Apple support, and it is able to walk users through step-by-step solutions for common problems.

If the Support Assistant is unable to solve a problem, users are able to escalate a request to Apple's support staff for further help.

Article Link: Apple Continues Improving Apple Support App's AI Assistant

 

[Johnny907]

That's nice. The only discourse I've had with this thing is spamming "Live agent" until a real human being takes over and I can get my issue solved. But hey, keep wasting billions on this nonsense, Apple.

 

[Rychiar]

I see it. it seemed smart at first but I quickly realized it's not.

 

[Astuces iOS]

STOP WITH AI PLEASE !!!

 

[froot1988]

The words "apple" and "improving " is a very funny combination in a sentence

 

[klasma]

I see it. it seemed smart at first but I quickly realized it's not.

It’s what I’m expecting from the upcoming “smarter Siri”.

 

[macsimcon]

Used their "AI Support" yesterday for an iPad issue. Total waste of time.

 

[marblesbarkley]

It’s a glorified FAQ that will recommend you restart your device and update to the latest ios lol.

Absolutely not helpful for real issues

 

[contacos]

This stuff needs to die, the other day I tried to talk to a real agent on Amazon and it was simply not possible. A package was supposedly delivered to ME but it wasn't anywhere to be found and I was stuck in a cycle of "was this helpful and please wait FIVE DAYS before contacting us again"

 

[H_D]

Having spent days with the AI «support» of Adobe and Adidas these past months, in endless loops of helplessness of the machine agent – this is not the way to go. Support is such an important part of your brandscape, you do not at ALL ever in any fashion give this over to digital agents that are much worse than even the free ChatGPT experience. It does not solve the problem. I think that making information available via AI, that having assistants online for simple problems, making support databases dialogue-based why not?

But when you **** up as a company and your client needs help, because your system is broken, you have a bug, you made an error... don't hide behind AI-crap.

In all cases I had, the best result was a real human, ideally of a higher support level with a certain experience, that solved the mess.

Except for Adobe, where a very simple problem was obviously too much and even after calling a number that is noooowhere on their site and which I found by googling in a forum and finalllllly had a human being in my ear... they could not solve a simple account-mess they did with my CC sub. I had to cancel my Adobe-Stock-subscription and lost 90 credits in the process, while the support dude actually still tried to hard-sell me on the Acrobat-AI-nonsense that really no one ever will need. Adobe is great, but they kill their brand with that kind of support.

When I want AI-support I can ask Gemini, GPT, Claude, whatever.

When I call Apple because they f*d up SMB or all the Electron Apps make my CPU go nuclear, I want a capable, experienced human being that at least can speak English and find a solution. Via Mail, in a Chat, on the Phone. But sure as hell not a roboChat that explains again and again how sorry it is that it cannot help me and that it understands my frustration that IT IS CAUSING. :-D

 

[Anonymous123]

As a user looking to chat with a live agent (i.e. real human being), the last thing I want to do is have to deal with an AI agent blocking the way. At least make it optional and include the ability to skip right to a live agent instead.

 

[Fraserpatty]

I have used the function in Siri telling you how to do things on your iPad and have found it to be helpful a couple of times.

 

[riverguide]

STOP WITH AI PLEASE !!!

No worries …
the AI bubble is will burst,
the Apple Intelligence sinkhole will be filled and leveled.

 

[goonie4life9]

I don't think Apple has it quite tuned right. Very recently, I was trying to get help with a bug and it insisted that customers cannot get help with bugs through Apple Support and instead must use Product Feedback.

 

[zenmacx]

Personal experience with the “Support Assistant” is what convinced me that Apple is truly lost with it’s implementation of AI.

Inconsistent, rather vague results reminds one of that same experience when using Siri.

Then to watch for one long year as Apple advertised iPhone 16 Pro Max “built for Apple Intelligence” only to reverse course and jump into bed with Google, leaves one wondering who’s steering the ship?

One things for certain, watching this debacle play out for what seems to be a very extended period of time will continue to be quite entertaining.

 

[code-m]

…leaves one wondering who’s steering the ship?

Captain Siri 😝

 

[sdp4462]

Maybe it’s ok in the USA (thought I know it’s not great from personal experience and from working at a AMCT), but I’m in Czech Republic and AppleCare is worthless here. I’m here for 10.5 years and I still can’t get me to send me a replace cable (let alone something that’s actually technically more complicated) across the border. I literally can’t think of a company as impotent as Apple when it comes to customer care. And I have to directly blame the CEO who sits on his ass and rakes in ridiculous pay packages while he can’t sort out a damn Lightning cable. It’s embarrassing as a former Apple employee. :-(

 

[svish]

Good to know about this. I would prefer to get easy and direct access to a human/real support agent instead of AI. I still don't have access to it and don't think it will be useful.

 

[fatTribble]

Maybe this will be the upgrade to the Apple Discussion board
/s 🤭

 

[TechnoMonk]

Maybe this will be the upgrade to the Apple Discussion board
/s 🤭

I know it’s sarcasm but there is some truth to it. lol.

 

[Sputman99]

Do not use ANY personal details on any AI without reading the fine print and usage details. It’s a good idea to use a VPN and a non signed in AI as well.

 

[DoctorMesmer]

“Support Assistant - my iPhone’s camera isn’t working”

Siri (for ‘tis actually Siri): “Getting directions to Arbroath.”

 

[Hank001]

If it's coded by developers,
what's artificial about artificial intelligence?

 

[walkin]

Of course, because why would a multi-trillion dollar company with hundreds of billions of dollars in revenue bother to train and pay people to do something, when they can have a software program do it badly instead.