Microsoft Tests Xbox AI Chatbot for Enhanced Support Experience

April 03, 2024 – According to a report from The Verge, Microsoft is currently testing an Xbox AI chatbot known as the “Xbox Support Virtual Agent,” which allows users to access Xbox support information using natural language.

The Xbox Support Virtual Agent, described as an animated character in its internal prototype phase, can be queried about Xbox support topics through voice or text. This prototype enables players to seek help more conveniently and quickly using natural language, with information sourced from existing Xbox support pages.

“We’re exploring new ways to deliver support and make it easier for players to get the help they need,” said Haiyan Zhang, the head of Xbox Game AI. “The Xbox Support Virtual Agent is a step in that direction, leveraging the power of AI to enhance the player experience.”

The Xbox chatbot reportedly greets players with the question, “How can I help you today?” and can respond quickly to various support requests, including Xbox console issues, assistance with paid subscriptions, and handling game refunds.

In recent days, Microsoft has expanded the testing scope of its Xbox chatbot, indicating that the prototype, “Xbox Support Virtual Agent,” could potentially handle support inquiries from all Xbox users in the future. Sources familiar with the matter have revealed that the Xbox chatbot is also being tested for support inquiries related to the “Minecraft” Realms subscription server hosting service.

Beyond the Xbox chatbot, Microsoft is working on integrating AI capabilities into game content creation, game operations, and across Xbox platforms and devices. The company has previously announced a partnership with Inworld AI to develop Xbox tools that enable developers to create AI-based characters, stories, and missions. This ongoing effort underscores Microsoft’s commitment to leveraging AI technology to enhance the gaming experience for its users.

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