Deep Dives

Apple is already using its chatbot for internal tasks

July 23, 2023
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Apple is internally testing a chatbot to assist its employees, possibly to improve AppleCare support, even though the company is yet to decide on its customer-facing applications. However, the adoption of generative AI comes with risks, as evident from the experiences of other tech companies.

Apple's Internal Use of AI Chatbot: Apple is testing a chatbot internally to help its employees prototype future features and summarize text.
  • The chatbot is designed to answer questions based on the data it has been trained with.
  • Apple is contemplating expanding the use of generative AI within its organization.
  • Potential applications include aiding the AppleCare support staff in assisting customers.

  • Concerns and Cautions with AI: The implementation of AI is met with reservations due to potential issues and errors.
  • The chatbot is known to sometimes provide incorrect information, a fact acknowledged by Apple CEO Tim Cook.
  • Apple is expected to advance its AI plans more carefully compared to Google, Microsoft, and others.
  • Chatbots can potentially leak sensitive information or generate false data, leading to significant problems.

  • Future AI Plans and Competitors: Despite concerns, Apple needs to keep up with its competitors' advancements in AI technology.
  • Apple's competitors like Meta and Samsung are actively incorporating AI into their platforms and products.
  • Apple has refrained from hyping its AI development but continues to add machine learning features to its devices.
  • The company's hiring of former Google AI head John Giannandrea indicates its serious commitment to generative AI.

  • Upcoming AI Announcements: Despite its caution, Apple is planning a significant AI-related announcement for next year.
  • Apple is reportedly preparing to make a significant announcement related to AI next year.
  • This development suggests that Apple is advancing in its plans for AI, despite potential risks.
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