Microsoft is testing an AI chatbot for Xbox: Here’s what we know

Microsoft continues its push to integrate artificial intelligence into its products, and its latest experiment is bringing AI to Xbox. The company is currently testing an AI-powered chatbot designed to enhance customer support and user experience on the gaming platform.

AI-powered Xbox support could change customer service

Microsoft has confirmed that it is testing an Xbox Support Virtual Agent, an AI-driven assistant that can help players by answering their questions using information from existing Xbox Support pages. According to Haiyan Zhang, general manager of Gaming AI at Xbox, this prototype is an animated character that can process queries via voice or text, making it a more interactive support tool.

The chatbot is not just limited to basic support. According to reports, it might also handle tasks such as processing refunds for games, streamlining a process that typically requires human intervention. If successful, this AI assistant could significantly reduce wait times and improve user satisfaction by providing instant solutions to common issues.

Microsoft’s broader AI ambitions

This initiative is part of Microsoft’s larger AI strategy, which has already introduced AI-powered tools into products like Bing and Office. The company has been rapidly expanding its AI capabilities, even going as far as adding a dedicated AI Copilot button to keyboards, marking the first major change to PC layouts in decades.

While Microsoft has not announced a release date for the Xbox AI chatbot, the company has hinted at major upgrades to its gaming ecosystem, including a new, discless Xbox model. With Sony preparing to launch the PlayStation 5 Pro, Microsoft’s AI enhancements could be a key differentiator in the competitive gaming market.