- Ask Intel replaces phone support as primary customer entry point
- Microsoft Copilot Studio Powers Intel’s AI-Driven Centralized Support Assistant
- Intel Reduces Payphone and Social Media Support Channels Globally
In an effort to restructure its operations, Intel launched “Ask Intel,” an AI-powered assistant that serves as the primary entry point for warranty checks, troubleshooting tips, and case creation on Intel’s support website.
The move follows the company’s decision to reduce inbound public phone support in most countries and consolidate customer engagement around web-based systems.
The company also ended direct interactions through certain social media channels, limiting communication to centralized digital workflows.
Ask Intel
Ask Intel was built on Microsoft’s Copilot Studio platform, which allows businesses to create custom AI agents connected to internal data and operational systems.
The assistant can guide users through diagnostics, open or update service tickets, check warranty coverage, and escalate complex issues to human agents as necessary.
Intel said future updates will expand integration with Intel.com and allow the system to identify required driver updates or automatically generate warranty claims.
The company describes this assistant as one of the first of its kind in the semiconductor industry, signaling a structural shift in the way technical support is provided.
Intel’s own support documentation includes a disclaimer stating that the accuracy of the responses generated by the wizard cannot be guaranteed.
The company acknowledges that the tool may contain bugs or incomplete features as it is developed, but says that chat logs may be retained and processed by Intel and third-party vendors under its privacy policy, and that there is currently no opt-out mechanism for users.
The assistant relies on AI tools to interpret user queries and retrieve relevant advice from internal systems, but its autonomous decision-making remains limited to predefined workflows.
According to Intel, initial feedback from partners on the system has been positive, although it has not released specific figures to support this claim.
It also says internal performance metrics show improvements in case satisfaction and resolution rates compared to previous quarters.
The system is not 100% automated. Human agents remain involved in the process, although they now operate further downstream after automated triage and case preparation.
The restructuring is part of Intel’s broader efforts to streamline non-manufacturing functions and reduce operational costs.
Replacing frontline phone support with AI agents represents a major operational adjustment, with the potential to improve efficiency while concentrating control within ever-changing automated systems.
Via Tom’s material
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