Apple is testing a new AI-powered “Live Notes” feature at select retail locations. The system records and transcribes conversations between Genius Bar employees and customers, aiming to enhance customer service by allowing employees to focus more on interactions rather than note-taking.
The “Live Notes” feature is currently in a pilot phase and operates on an opt-in basis, requiring agreement from both the employee and the customer for activation. The transcripts generated are saved to Apple’s internal Genius Bar system as part of the repair session record.
Apple has indicated that the recordings themselves will not be stored, and managers will not have access to the transcripts. Employees have the ability to edit both the transcript and summary before they are saved to the system.
The testing of the “Live Notes” feature has raised concerns among some Apple retail employees about potential implications for performance reviews. Employees worry that the recordings could be used in evaluating their work in the future.
It remains unclear whether Apple plans to expand the “Live Notes” system to more stores or make it mandatory for all locations. The company has positioned the feature as a tool to reduce employee workload while improving the customer experience.
