Apple is piloting a new artificial intelligence feature called Live Notes at select Apple Stores. The tool is designed to automatically record and transcribe conversations during Genius Bar support appointments, reducing the need for employees to take manual notes, according to a report from 9to5Mac citing Bloomberg’s Mark Gurman.
The feature transcribes customer conversations in real time, generates a summary, and saves the record to Apple’s internal Genius Bar system after the session ends. Apple has emphasized that the feature is optional and requires explicit consent from both the customer and the employee before recording begins.
To address privacy concerns, Apple has informed employees that voice recordings are not stored on any server, managers will not have access to the raw transcripts, and employees retain the ability to edit both the transcript and the generated summary before submission. Despite these assurances, some staff members have expressed concerns that the transcripts could be used in performance evaluations.
Currently, Live Notes is being tested in only a limited number of Apple retail locations. The company has not announced plans to expand the trial or make the feature mandatory.
This move highlights Apple’s continued investment in AI to enhance customer service experiences while navigating privacy and employee relations challenges.