Mat Mullen 2026
← All work

Support Assistant

The generative AI assistant in the Apple Support app: streaming conversation, interactive task tiles and an App Clip that picks up where the web left off.

What shipped

Support Assistant is the generative AI assistant inside the Apple Support app. You describe a problem in your own words, an LLM works out what you need, and the answer comes back in plain language with the support articles it drew from.

The part I find most exciting is that it doesn't stop at text. When your request maps to something the app can actually do, the assistant answers with a live, interactive tile right in the conversation. There are a lot of them: running a battery health check, checking your coverage, starting an express replacement, booking a store appointment, and digging into your purchase history to cancel a subscription, request a refund or send yourself a receipt.

It also reaches past the app. The Apple Support App Clip now centers on that same assistant experience. Someone asking for help on Apple's support website can drop straight into the App Clip with their question intact, and in the rare case they need everything the app offers, hand off again into the full Apple Support app without starting over.

The Ask tab's introduction to Support Assistant
A battery question answered with a Battery Performance tile that runs the check in place
Asking about an unfamiliar charge: the assistant finds the matching purchase and shows the receipt inline
The sources sheet, listing the support articles an answer was drawn from

My role

iOS engineer at Apple, working on the client side of the assistant since 2025: the conversation and its streaming responses, the interactive tiles and the flows behind them, the App Clip and its handoffs, the first-run surfaces that explain what the assistant does with what you tell it, and the survey and history features around the conversation.

I keep the implementation off this page. Happy to walk through it in conversation.

A response in progress: two finished tool tiles above, and the next answer still forming as a placeholder beneath them

Coverage