- Apple begins limited test assistant tests with AI for problem solving and customer orientation
- Early previous view of the Apple support assistant for a small group of iPhone users in the United States
- The support wizard manages Apple routine problems while increasing cases not resolved to human representatives
Apple has begun to test a new support function promoted by AI in its customer service application, presenting in silence what seems to be the company’s first step in chatbot -based assistance.
The new support assistant function was implemented in the early preview form on August 5, 2025, but is currently accessible only for a small number of iPhone users in the United States.
Users who see the new “Chat” button in their Apple support application can start a conversation with the assistant, which is designed to handle routine problems for Apple products and services.
Apple adopts a cautious approach to chatbot support
Despite its limited availability, the experiment indicates Apple’s entry into a quick evolution field dominated by the most established AI tools suppliers.
You can explain characteristics, walk users through corrections and answer specific questions related to support.
However, the IA writer behind the wizard has significant limitations, since he cannot answer consultations on unpublished products or respond to issues not related to Apple’s ecosystem.
If the assistant cannot solve the problem, users have the option of climbing the conversation to a human representative.
The system is clearly experimental labeling, and Apple openly warns the assistant “can make mistakes”, and encourages users to verify any critical advice provided by the tool.
This responsibility discharge reflects a broader caution within the Apple approach, especially because it integrates large language learning models (LLM) in customer -oriented applications.
While Apple has confirmed that generative models are in use, it has not clarified whether the assistant works with internal technology or by external members.
The current evidence suggests a hybrid model, which allows Apple to acquire AI capacities without only trusting its Apple intelligence initiative still developing.
A key point in Apple’s deployment is its deliberate moderation. Unlike most general purpose -purpose tools, the support assistant is closely achieved to avoid deceptive or speculative responses.
This is aligned with the company’s long emphasis on privacy and control.
According to Apple, all conversations with the assistant are anonymized, are not linked to personal data, and are strictly used for the improvement of the service.
This privacy frame is consistent with the way in which Apple has historically positioned itself in contrast to competitors, more willing to take advantage of users’ data to train AI systems.
The moment of this view coincides with other AI of Apple initiatives, including renewed Siri capabilities, which have faced delays.
By first introducing the support wizard, Apple is testing how users interact with a tool to focus before expanding to more general use applications.
Through macrumors
