Apple has begun testing a new AI-driven support feature in its customer service app, quietly introducing what appears to be the company’s first step into chatbot-based assistance.
The new Support Assistante feature rolled out in early preview form on August 5, 2025, but is currently accessible only to a small number of iPhone users in the United States.
Users who see the new “Chat” button in their Apple Support app can initiate a conversation with the assistant, which is designed to handle routine troubleshooting for Apple products and services.
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Apple takes a cautious approach to chatbot support
Despite its limited availability, the experiment signals Apple’s entry into a rapidly evolving field dominated by more established AI tool providers.
It can explain features, walk users through fixes, and answer specific support-related questions.
However, the AI writer behind the assistant has significant limitations, as it cannot answer queries about unreleased products or respond to topics unrelated to Apple’s ecosystem.
If the assistant cannot resolve the issue, users have the option to escalate the conversation to a human representative.
The system is clearly labeled experimental, and Apple openly warns the assistant “may make mistakes”, and encourages users to verify any critical advice the tool provides.
This disclaimer reflects a broader caution within Apple’s approach, especially as it integrates large language learning models (LLMs) into customer-facing applications.
While Apple has confirmed generative models are in use, it has not clarified whether the assistant is powered by in-house technology or by external AI partners.
Current evidence suggests a hybrid model, enabling Apple to acquire AI capabilities without relying solely on its still-developing Apple Intelligence initiative.
A key point in Apple’s rollout is its deliberate restraint. Unlike most general-purpose AI tools, the Support Assistant is tightly scoped to avoid misleading or speculative answers.
This aligns with the company’s longstanding emphasis on privacy and control.
According to Apple, all conversations with the assistant are anonymized, not linked to personal data, and used strictly for service improvement.
This privacy framing is consistent with how Apple has historically positioned itself in contrast to competitors, more willing to leverage user data to train AI systems.
The timing of this preview coincides with other Apple AI initiatives, including revamped Siri capabilities, which have faced delays.
By introducing the Support Assistant first, Apple is testing how users interact with a focused AI tool before expanding into more general-use applications.
Via Macrumors