Apple is testing Live Notes to record Apple Store customer conversations
Vladislav Nikolaev
Bloomberg reported in Mark Gurman's Power On newsletter that Apple is testing Live Notes in some Apple Store locations. The pilot uses AI to record, transcribe, and briefly summarize conversations between Genius Bar employees and customers.
The transcript is then added to the employee's work iPad and becomes part of the repair documentation. Apple says recording requires consent from both sides — the employee and the customer — and that audio files are not saved.
The company also says store managers do not get access to the transcripts. Before anything is saved, employees can edit both the text and the AI summary, so the final note does not have to remain in its original form.
Apple says Live Notes is meant to reduce manual note-taking and give employees more time with customers. At the same time, some workers worry the recordings could later be used for training or performance reviews.
Live Notes is still only a pilot project, and Apple has not said whether it will expand the system or change its terms.
It was previously revealed that Apple has decided to scrap the Mac Pro featuring its most powerful chips.
Can AI note-taking in Apple Store service calls stay useful without turning into employee monitoring?
