Apple Testing AI to Record and Transcribe Genius Bar Appointments

Apple has begun testing an AI-powered note-taking system at select retail stores that can record and transcribe Genius Bar appointments, according to Mark Gurman's latest newsletter to subscribers.



Called Live Notes, the pilot program records conversations between technicians and customers, automatically generating transcripts and summaries of support sessions. The transcript becomes part of the repair record viewed on the employee's iPad, reducing the need to take notes throughout appointments and allowing technicians to focus more on assisting customers.


Some retail employees have nevertheless raised concerns that the technology could eventually be used for coaching or performance evaluations. Apple has told staff that the recordings themselves are not saved, managers do not receive the transcripts, and employees can edit both the transcript and summary before they are added to the company's internal repair system. Participation is also designed to be opt-in, requiring consent from both the employee and customer before a conversation is recorded.

It remains unclear whether Apple ultimately plans to expand the feature beyond the current pilot or how the transcripts may be used internally.