Genius Bar AI tools spark concerns over employee monitoring

Apple is testing a new Genius Bar tool called Live Notes that transcribes and summarizes conversations with a customer, but employees are worried about how the tool might be used against them.

Artificial intelligence has become a buzzword throughout the tech industry from both the consumer and employee perspective. Employees of any kind at many companies have had to contend with mandatory AI tool use forced on them by the employer.

So far, reports haven’t indicated Apple taking such a hardline route to AI tool use. However, the “Power On” newsletter from Bloomberg shares that Apple is testing a new tool called Live Notes for use in the Genius Bar.

The tool uses AI to listen to a conversation between a Genius Bar employee and a customer, with permission from both sides of course. It then transcribes and summarizes the interaction so the employee can focus on interacting with the customer and not taking notes.

There appears to be some concern from employees that these transcripts could be used by management to evaluate the employee. However, the rumor clarifies that Apple has a policy in place during testing that managers don’t receive transcripts and they can be edited by the employee.

It isn’t clear if this policy will be in place after testing is complete.

There is no mandatory use requirement in place. It seems that the tool is being introduced purely as a time-saving option that the employee and customer must agree to before it is used.

Previous rumors suggested that Apple is testing multiple versions of AI assistants for internal use. One, called Enchante, is for employees to proofread work, brainstorm, and answer general knowledge inquiries.

The other is Enterprise Assistant, which is built with a centralized knowledge hub for employees. The Live Notes tool could be a variation of the Enterprise Assistant model.

Both Enchente and Enterprise Assistant are built with Apple Foundation models. The Live Notes feature is also likely based on Apple’s AI technologies, though the rumor doesn’t specify.

There is no information about a rollout timeline or plans for implementation or mandates around Live Notes. It is likely to remain an optional tool for employees even when it is fully implemented.