Apple is reportedly testing a new AI-powered feature designed to make Genius Bar appointments more efficient. Called Live Notes, the tool can automatically transcribe and summarize conversations between Apple Store employees and customers, reducing the need for manual note-taking during repair sessions.
According to Bloomberg’s Mark Gurman, the feature is currently being piloted at select Apple Store locations. The goal is to help Genius Bar employees spend less time documenting appointments and more time assisting customers.
The system is entirely optional during the current trial. Both the Apple Store employee and the customer must agree before a conversation is recorded and transcribed. Once the appointment ends, the AI-generated transcript is attached to the employee’s iPad as part of the repair record, making it easier to reference details from the session later.
The pilot reportedly includes several privacy safeguards. Recordings themselves are not saved, and employees can review and edit both the transcript and AI-generated summary before they’re added to Apple’s internal Genius Bar system. Managers also do not receive access to the transcripts during the current test.
Live Notes reflects Apple’s broader effort to bring artificial intelligence into more than just its consumer products. While recent updates have focused on features like Siri AI and Apple Intelligence across the iPhone, iPad, and Mac, this pilot shows the company is also exploring how AI can improve internal workflows and customer service operations.
The report says some Apple Store employees have raised concerns that conversation transcripts could eventually be used for coaching or performance evaluations if the feature expands beyond its current pilot. Apple has reportedly told employees that this is not how the system is being used during testing, but it remains unclear whether those policies would change if Live Notes were rolled out more widely.
Apple has not announced plans to expand Live Notes to additional stores or make it a standard part of Genius Bar appointments. For now, the feature remains an opt-in trial as the company evaluates whether AI-generated transcripts can improve the repair experience for both customers and employees.
(via Bloomberg)
