Intel ditches human customer support for 'one of the first of its kind in the semiconductor industry' system made up of Copilot-powered AI agents (www.techradar.com)

Intel has announced the launch of "Ask Intel," an AI-powered support assistant developed on Microsoft’s Copilot Studio. This new centralized system replaces human customer support for warranty checks, troubleshooting, and case creation, marking a significant operational shift within the semiconductor industry. By reducing phone and social media support channels, Intel aims to streamline customer engagement through a web-based approach, focusing on efficiency and control over support operations. The significance of this development lies in its potential to transform customer service in tech, particularly as the AI utilizes internal data and operational systems to assist users. While the assistant can handle diagnostics, escalate issues to human agents, and eventually offer automated warranty claims, Intel acknowledges that the technology may not be infallible and could contain bugs. Early feedback indicates improvements in satisfaction and case resolution rates, but customers should be aware of privacy implications, as chat logs may be processed by third parties without an opt-out option. This transition illustrates a broader trend in the industry towards AI-driven customer support, reflecting both the opportunities and challenges of integrating advanced technology into service frameworks.