Microsoft Tests AI-Powered Xbox Support Chatbot

Microsoft is taking a significant leap forward by integrating artificial intelligence (AI) into its Xbox services.

by Faruk Imamovic
Microsoft Tests AI-Powered Xbox Support Chatbot
© Getty Images/Sascha Schauermann

Microsoft is taking a significant leap forward by integrating artificial intelligence (AI) into its Xbox services. The company is currently in the process of testing a new AI-powered Xbox chatbot designed to automate support tasks and enhance the user experience.

This innovative approach to customer service represents a broader ambition within Microsoft to infuse AI into its gaming platform, promising to transform how players interact with their devices and get support.

An Animated Assistant for Gamers

Dubbed as an "embodied AI character," this new Xbox chatbot is not just another text-based interface.

According to sources close to The Verge, Microsoft is developing a character that comes to life with animations as it responds to various support queries from Xbox users. This move is part of a more extensive effort to leverage AI across the Xbox ecosystem, improving the efficiency and accessibility of customer support.

Connected directly to Microsoft's support documents for the Xbox network, the chatbot can process a wide range of requests, from answering questions to handling game refunds directly through Microsoft's support website. The internal description at Microsoft reads, “This agent can help you with your Xbox support questions,” highlighting the company's commitment to providing a seamless support experience.

With the expansion of the testing pool for the Xbox chatbot, Microsoft hints at the possibility of this virtual agent handling support queries for all Xbox customers in the future. Haiyan Zhang, general manager of gaming AI at Xbox, confirmed the ongoing tests of the Xbox Support Virtual Agent.

Zhang emphasized that the prototype aims to simplify the support process, enabling players to seek help using natural language and drawing information from existing Xbox Support pages.

Beyond Support: AI's Role in Gaming's Future

The introduction of the Xbox chatbot is just the tip of the iceberg in Microsoft's AI-driven ambitions for gaming.

Sources reveal that Microsoft is exploring AI applications across game content creation, operations, and the development of AI-powered features for the Xbox platform. This includes experimenting with AI-generated art for games, AI in game testing, and the development of generative AI non-player characters (NPCs) in partnership with Inworld.

Moreover, Microsoft is contemplating the integration of AI-powered Copilots to assist with safety and moderation tasks, such as content moderation on the Xbox platform and support for enforcement and appeals processes. This forward-thinking approach also extends to embedding AI-powered assistants within games, offering players in-game help and enhancing their gaming experience.