Customer ServiceConsumer FacingVerified
Reviewed and published by trentmaziarz, March 18, 2026. Discovered and drafted by our automated research pipeline.
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.
Details
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.
Products affected
All Epic Games services
Sources & Evidence
Company Disclosure
Other practices by Epic Games
OtherAfter widespread protests from artists in December 2022, Epic's portfolio platform ArtStation introduced a "NoAI" label that artists can apply to their work to signal they do not want it used in AI training datasets. Epic also updated its terms of service to commit that it will not use or license any ArtStation content — labeled or not — for AI training purposes.OtherEpic provides a plugin for Unreal Engine 5 that lets game developers train AI-controlled characters and agents by having them learn through trial and error — similar to how a person gets better at a task by practicing. The tool, called Learning Agents, launched as an experimental feature with Unreal Engine 5.3 in September 2023 and is aimed at developers, not players.OtherUnreal Engine 5 supports NVIDIA's DLSS technology, which uses AI to make games run more smoothly on compatible graphics cards by generating additional frames and sharpening images — without the full processing cost of rendering everything natively. Epic has also integrated NVIDIA's ACE tools, which give developers AI-powered options for animating digital human faces and generating NPC speech.
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