Apple is testing Live Notes, a new Genius Bar tool, that transcribes and summarizes conversations with a customer, Bloomberg’s Mark Gurman says in his latest “Power On” newsletter.
However, employees have some concerns, he adds. Live Notes uses AI to listen to a conversation — with joint permission — between a Genius Bar worker and a customer to transcribe and summarize the conversation.
The goal is to free the Apple employee from having to take notes. This would allow him/her to concentrate more on the customer.
However, Gurman says the concern is that the transcript/summary could be used in job evaluations. On the other hand, he says Apple has a policy during testing that managers don’t receive transcripts and they can be edited by the employee.
Guess we’ll see how this shakes out.
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