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Microsoft tests AI-powered Xbox chatbot for support services

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Microsoft is reportedly testing an AI-powered Xbox chatbot designed to automate support tasks in the console’s GUI. The chatbot, described as an ’embodied AI character,’ is set to animate and engage with users when responding to Xbox support queries.

The chatbot will be integrated with Microsoft’s extensive support documents for the Xbox network and ecosystem, enabling it to provide quick and accurate responses to a wide range of questions and support needs, reported The Verge, citing sources familiar with the matter.

“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,” said Haiyan Zhang. “The prototype makes it easier and quicker for players to get help with support topics using natural language, taking information from existing Xbox Support pages.”

Microsoft has recently expanded the testing scope of the Xbox chatbot, hinting at a potential future where this AI entity could handle support queries for all Xbox customers. This move aligns with Microsoft’s broader strategy of integrating AI-powered features and tools across its gaming platforms and developer ecosystem.

Furthermore, Microsoft is not limiting its AI endeavours to support services alone. The company is exploring AI’s potential in various gaming facets, including game content creation, operations, and player assistance. This encompasses AI-generated art and assets, AI game testing, and the development of generative AI NPCs in collaboration with Inworld.

Top gaming giants like Sony and Microsoft are looking for innovative ways to integrate AI into games and consoles.

Moreover, AI testing is also happening in terms of safety, content moderation, enforcement, and appeals. Microsoft is reportedly testing Copilots specifically for these purposes.

The use of AI in all Microsoft businesses can be attributed to CEO Satya Nadella’s push for AI innovation. The company is introducing AI tools for developers and players alike.

Microsoft’s inclusion of an AI chatbot and a powerful handheld Xbox device can be because there are reports that Sony is planning to unveil a PS5 Pro console this year, complete with upscaling features similar to Nvidia’s DLSS, a thing that has not been heard much. PC games typically have AI-powered features that are not available on consoles.

As the gaming landscape evolves with technological advancements, Microsoft’s foray into AI-powered support services and gaming reflects a changing trend in the industry that is looking for new ways to integrate artificial intelligence into games.

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Kumar Hemant

Kumar Hemant

Deputy Editor at Candid.Technology. Hemant writes at the intersection of tech and culture and has a keen interest in science, social issues and international relations. You can contact him here: