Apple Tests AI Live Notes for Genius Bar Customer Sessions

Apple is testing a new AI-powered Live Notes system at select retail stores, allowing Genius Bar employees to record, transcribe, and summarize customer conversations during support appointments. The company designed the feature to reduce manual note-taking and help employees focus more closely on the customer’s issue.



Bloomberg’s Mark Gurman reports that the system creates a transcript of the conversation and adds it to the employee’s iPad as part of the repair or support record. Employees can review and edit both the transcript and summary before saving the information to Apple’s internal Genius Bar system.



The Live Notes feature requires consent from both the customer and the Apple Store employee before recording begins. Apple has also told staff that the original recordings will not be stored and that store managers will not receive access to the transcripts.



Some retail employees still worry that Apple could later use the system for staff coaching or performance reviews, even though the current test does not support those uses. The program remains optional, and Apple has not confirmed whether it will expand Live Notes to more stores or make the feature mandatory in the future.