Apple tests “Live Notes”: this is how the system works so they can serve us more quickly in its stores

Apple may be testing a new Live Notes system in some of its stores. So says Mark Gurman, who describes the AI tool as a system that transcribes and summarizes the conversations between Genius Bar specialists and customers who bring in a device. The goal is for specialists to be able to devote their full attention to the customer while the AI records the important details and enters them into the relevant case file.

An automatic transcript at the Genius Bar

Live Notes runs from the employee’s iPad. With both parties’ consent, it listens to the conversation, generates a transcript, and adds it to the repair history. Clearly, an interesting evolution of the voice note transcription we saw in iOS 18.

At the end of the appointment, the record is ready for the repair to move forward with all the necessary information. This way, the specialist can focus on the customer’s questions, on checking the device, and on explaining the next steps much more efficiently.

By bringing together the same system that lets us record and transcribe calls on the iPhone and the capabilities of Apple Intelligence, Live Notes has the potential to greatly make our Apple Store visits much smoother. That said, if the system is actually rolled out, since for now it’s a limited test to test how well it works.

Meanwhile, it’s clear that, while respecting our privacy, since the feature is only activated when the employee and the customer agree to use it, Apple continues to look for ways to make Apple Store visits even better.