According to the latest report from The Verge, Microsoft is currently testing a new AI-driven chatbot designed to automate support tasks for its Xbox gaming platform. As the report notes, Microsoft is experimenting with an animated AI character that will assist in answering Xbox support inquiries. The Xbox AI chatbot is connected to Microsoft's Xbox network and ecosystem support documentation. It can answer questions and process game refunds from the Microsoft support website, all aiming to provide users with simple and quick assistance on support topics using natural language, drawing information from existing Xbox support pages. Training on Microsoft's enterprise data will help Microsoft reduce the AI model's hallucinations and instruct it to do only as intended.

As a result, the chatbot's responses closely resemble the information Microsoft provides to its customers to automate support tasks. Recently, Microsoft has expanded the test pool for its new Xbox chatbot, suggesting that the "Xbox Support Virtual Agent" may soon handle support inquiries for all Xbox customers. The development of the Xbox chatbot prototype is part of a broader initiative within Microsoft Gaming to introduce AI-powered features and tools for the Xbox platform and developer tools. The company is also reportedly working on providing AI capabilities for game content creation, gameplay, and the Xbox platform and devices. However, Xbox employees have yet to publicly confirm these more extensive AI efforts for Microsoft Gaming, likely due to the company's cautious approach to presenting AI in gaming. Nevertheless, AI will soon become an integral part of gaming consoles.