Xbox Support Gets an AI Upgrade: Meet the Virtual Agent

Microsoft’s recent endeavors in AI have been visibly dynamic, ranging from the introduction of various Copilots to AI-powered PCs. Reports from VGC and The Verge suggest that Microsoft is contemplating the integration of AI chatbots into Xbox customer service. This AI will employ a technology known as “embodied AI characters,” displaying animations when responding to supported queries.

Currently named the Xbox Support Virtual Agent, it is in the internal testing phase within Microsoft. This AI is linked to Microsoft’s Xbox network and ecosystem support documentation. When interacting with users, it initiates conversations with “What can I do for you today?” and can swiftly address a wide array of issues, including Xbox console damage and paid subscription services. Sources indicate that the AI under test is focusing on inquiries related to Minecraft Realms server hosting service subscriptions, with the testing pool recently expanded.

“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, Xbox’s Gaming AI General Manager, to The Verge. “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 not specified an official launch date for the Xbox Support Virtual Agent. However, with the expansion of the testing pool, it may not be long before it becomes available to the public. It’s worth noting that Xbox has been utilizing AI technology for some time, as evidenced by various machine-translated options in the console settings menu, such as “Xbox Console” and similar features.