Microsoft is testing a chatbot designed to automate Xbox technical support tasks, according to The Verge, citing sources.
The tech giant is reportedly developing an AI model in the form of an animated character to assist with support queries and refunds.
Journalists have speculated that the chatbot is part of Microsoft’s broader plans to integrate neural networks into the gaming console’s platform and services.
“We are testing a virtual agent. Interaction with it occurs via voice or text,” said Haiyan Zhang, General Manager of Gaming AI at Xbox.
The chatbot will resemble what Microsoft offers clients for automating technical support tasks. The company’s Azure AI Bot Service is used by firms like Vodafone and PwC to create conversational AI assistants.
Sources noted that Xbox AI is undergoing internal testing for support queries related to hosting servers for Minecraft Realms.
Additionally, Microsoft Gaming is working on integrating AI into video games, as well as the Xbox platform and devices. This development includes adjusting gameplay and enhancing the behavior of NPCs, with Microsoft collaborating with Inworld on their creation.
In September 2022, Matt Booty, head of Xbox Game Studios, expressed his aspiration to use AI for game testing instead of humans.
Microsoft is also considering deploying the Copilot chatbot for security and moderation tasks, as well as for legal assistance and appeals review.
In March 2024, the corporation announced the launch of an AI model for financial managers.