Xbox Insiders can now test the new AI feature

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Key insights

  • Xbox Insiders can test the AI ​​Chatbot Support Virtual Agent to get faster answers to questions.
  • Accessible on the Xbox support website, the chatbot offers users two animated assistants to choose from.
  • It is currently limited to US users and can connect players with human agents when it cannot provide answers.



Xbox gives Insiders the opportunity to test Support Virtual Agent, an AI-powered chatbot that Microsoft hopes will provide faster answers to player questions. The feature will eventually be available to all users, but for now anyone who wants to try it out can join the Insider Program on their PC or Xbox console.

The Xbox Insiders program mimics Microsoft's Windows Insiders by making features still in development available for testing and review for anyone who signs up. Normally this means Xbox Insiders get early software updates, but the new Support Virtual Agent is significantly more comprehensive. It brings the hugely popular trend of AI chatbots to the gaming world, at least on PC and Xbox.


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Xbox announced Support Virtual Agent in a blog post on November 4th, although the reveal wasn't exactly a surprise. Xbox was rumored to be getting an AI chatbot back in April, but now that the official news has been released, there are more details about exactly how it works. Users can access the bot by visiting the Contact Us page on the Xbox Support website. In addition to the Disability Answer Desk, insiders see the option to chat with the virtual agent. After clicking on it, the chatbot will open in a new window where users can ask questions either via text or voice.


Support Virtual Agent provides faster responses to common issues

Support Virtual Agent pulls information from Xbox's support website, so it may not offer new tips, but it will save users the time they would otherwise spend searching for the right page. If the bot encounters something it can't answer, it can connect players with a human agent who may be able to help. Users can also choose between two animated assistants that are hopefully less creepy than Microsoft's patent for AI that imitates dead people. Whether Insiders find the virtual agent helpful or not, they can provide feedback via a link at the bottom of the chat window.


Not every Xbox Insider has the chance to use the Support Virtual Agent yet. Currently, the feature is limited to users in the US whose preferred language is English. It is currently unclear whether insiders outside the US will be able to use the chatbot before it is available to everyone. The same goes for the full capabilities of the AI, as previous rumors suggested that it would be able to process refunds, but the official release makes no mention of this feature. For now, fans will have to wait and see how it turns out, and it could be a nice change of pace after Windows ditched Cortana.

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