Apple is piloting an AI transcription tool at select Genius Bar locations that automatically captures conversations between store employees and customers during repair appointments, according to a new Bloomberg report.
The feature, called Live Notes, records the back-and-forth during a Genius Bar session and adds a written transcript directly to the employee’s iPad as part of the official repair record.
Both the customer and the employee must agree before the system activates.
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What Changes at Your Next Appointment
Anyone who has sat across from a Genius Bar technician while they typed notes on an iPad knows how that dynamic tends to go.
The employee splits attention between the customer and the screen, documentation happens in fragments, and details sometimes get lost.
Live Notes shifts that entirely. The technician can stay focused on the device and the customer while the transcript is generated automatically in the background.
The practical benefit is that what customers say during the appointment is captured more accurately.
If you describe a recurring issue, explain when the problem started, or mention that the device has already been repaired, that information becomes part of the service record rather than relying on notes taken during the conversation.
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Still in Testing, With Consent Required
Apple has not announced the feature publicly or confirmed which stores are participating in the pilot.
The report says both the customer and the employee must opt in before transcription begins, addressing privacy concerns about recording conversations during repair appointments.
Apple has been expanding its use of AI tools internally across several parts of the business.
Bringing that technology to in-person retail support marks a different use case from the consumer-facing Apple Intelligence features the company has been promoting.
In this case, the AI works behind the scenes to help employees rather than serving as a direct interface for customers.
Whether Apple eventually rolls Live Notes out to all retail locations remains unclear. Because the feature is still being tested, the company is likely evaluating how well the transcription performs across different accents, technical terminology, and the background noise typical of a busy Apple Store.
