Epic added an AI-powered chatbot to its customer support website that guides players and developers through troubleshooting steps before connecting them to a human support agent. It began limited testing around October 2024 and has since expanded to multiple languages. Epic explicitly distinguishes the AI chatbot from its human live chat agents.

The Epic Support Assistant was initially made available to approximately 1% of English-language users before being rolled out more broadly. It uses conversational AI — consistent with the large language model providers Epic discloses as service partners in its privacy policy — to walk users through problem-solving steps, ask follow-up questions, and surface answers from Epic's support knowledge base. Users can click "Answer Sources" to see which support articles the chatbot referenced. If the bot cannot resolve an issue, it offers to escalate to a human agent via live chat or email. Epic's help center explicitly states that live chat agents are human, not AI — a disclosure made in response to customer confusion about whether they were speaking to a person or a machine.