Xbox employees have been engaging in trials of a virtual chatbot designed to assist with support inquiries and refunds.
Authored by Tom Warren, a seasoned editor specializing in Microsoft, PC gaming, consoles, and technology. He established WinRumors, a platform dedicated to Microsoft news, before becoming part of The Verge in 2012.
Currently, Microsoft is in the process of testing a cutting-edge AI-infused chatbot for Xbox, aiming to streamline support functions. Insider sources have disclosed to The Verge that the tech behemoth is experimenting with an “embodied AI character” that springs to life while addressing Xbox support questions. This Xbox AI chatbot initiative forms part of a broader Microsoft initiative to integrate AI into its Xbox services and platform.
The Xbox AI chatbot is linked to Microsoft’s repository of support materials for the Xbox network and ecosystem. It can not only field queries but also facilitate game refunds through Microsoft’s support portal. Internally at Microsoft, a description of the Xbox chatbot states, “This agent can assist you with your Xbox support queries.”
In recent days, Microsoft has broadened the scope of testing for its Xbox chatbot, hinting that this prototype “Xbox Support Virtual Agent” could potentially cater to support inquiries from all Xbox users in the future. Microsoft has officially acknowledged the existence of this chatbot to The Verge.
Haiyan Zhang, the general manager of gaming AI at Xbox, confirmed the testing of the Xbox Support Virtual Agent, describing it as an internal prototype featuring an animated character capable of responding to Xbox support queries via voice or text. Zhang emphasized that the prototype enhances the efficiency of obtaining support by leveraging natural language processing and drawing information from existing Xbox Support resources.
The Xbox chatbot mirrors the automation of support tasks that Microsoft advocates for its customers. With businesses like Vodafone and PwC utilizing Microsoft’s Azure AI Bot Service to develop conversational AI bots, the Xbox chatbot prompts players with, “How can I assist you today?” and adeptly handles support requests, ranging from hardware malfunctions to subscription-related issues.
Sources reveal that the Xbox chatbot is undergoing internal testing at Microsoft for support inquiries related to the Minecraft Realms subscription-based server hosting service. This prototype chatbot is a pivotal component of Microsoft Gaming’s overarching strategy to integrate AI-driven functionalities and tools into the Xbox ecosystem and developer resources.
Apart from AI integration in game content creation and operations, Microsoft is exploring AI-generated art and assets for games, AI-driven game testing, and generative AI NPCs developed in partnership with Inworld. Furthermore, Microsoft is contemplating the deployment of AI-powered Copilots for safety and moderation tasks, including content oversight on the Xbox platform and enforcement and appeals procedures. The company is also exploring the incorporation of AI-powered assistants within games to offer players assistance during gameplay.
While Microsoft Gaming’s extensive AI initiatives have not been publicly acknowledged by Xbox employees, the company is proceeding cautiously to navigate the perceptions surrounding AI in gaming. Microsoft CEO Satya Nadella has been advocating for the integration of AI across all business sectors, with Xbox primarily focusing on the developer-oriented aspects of AI tools thus far.
In a recent Xbox all-hands meeting, Microsoft executives outlined an “Xbox Everywhere” vision that prioritizes “AI innovation” alongside the device ecosystem and a versatile Xbox platform enabling gameplay across various devices. Subsequently, Microsoft teased the imminent launch of a highly potent next-generation Xbox, with Xbox president Sarah Bond hinting at a groundbreaking technological leap driven by AI advancements.
Rumors suggest that Sony is gearing up to unveil a PS5 Pro console later this year featuring PlayStation Spectral Super Resolution (PSSR), an image upscaling technique akin to Nvidia’s DLSS or AMD’s FSR. The adoption of AI-powered image upscaling on consoles has been less prevalent compared to PC counterparts, with Immortals of Aveum slated to be the first console game to incorporate AMD’s FSR 3 frame generation support. Microsoft is keen on keeping pace with Sony’s AI upscaling endeavors to avoid lagging behind.
While Microsoft is deeply immersed in AI exploration within the gaming realm, the initial manifestations of this innovation might not be as advanced as the internal deliberations suggest. Instead, players may encounter a friendly animated character when seeking solutions for Xbox error codes.
