Microsoft developing AI-based 'Xbox Support Virtual Agent' to handle gaming support tasks

Microsoft is developing an AI-based Xbox chatbot, or "embodied AI character," to automate Xbox support tasks. The chatbot, known as "Xbox Support Virtual Agent," is designed to answer questions, manage game refunds, and animate during responses. It's tied into the Xbox network and its support documents, and has been tested by Xbox staff with the aim of handling all future Xbox customer support inquiries.

The Chatbot uses natural language processing to streamline support interactions, pulling data from Xbox Support pages. Its operation is similar to Microsoft's Azure AI Bot Service, initiating interactions with the question "How can I help you today?" and aiding with a variety of support requests. These can include troubleshooting hardware issues or resolving subscription problems.

Microsoft also plans to integrate AI-driven features for game content creation, operations, and moderation tasks. They are considering AI-powered Copilots for content moderation and in-game process assistance. However, the initial application of these AI features is expected to be in simpler support interactions, such as assisting users in resolving Xbox error codes.