While Starlink.com has long been the official storefront for SpaceX’s satellite internet service, a large number of customers are also talking with Starlink’s chatbot to place orders, including through phone calls. On Monday, SpaceX shed some light on the company’s efforts to use the company’s Grok AI for Starlink’s customer support. The same chatbot has also been answering calls over the company’s hotline at 1-888-GO-STARLINK (888-467-8275), which SpaceX has been advertising over its website and through video commercials.
The company’s AI business reports the voice-based version of Grok has not only been handling customer issues, but also driving new sales. “At Starlink, we’re using Grok Voice to resolve over 15,000 inbound customer support and sales calls a day,” SpaceXAI wrote in a tweet. (Back in February, the company officially absorbed Elon Musk’s startup xAI.)
In the same tweet, the company added: “Grok diagnoses hardware issues, ships replacements, and fulfills over 3,000 orders a week across voice calls and chat.”
Although the company didn’t give a detailed breakdown on the orders, the tweet does give a glimpse at the customer support volume. The chat function has also been available on Starlink.com, giving interested customers a way to start a conversation with the AI chatbot.
Last year, SpaceX introduced the Grok-powered AI support into the Starlink app before expanding it to the Starlink.com site. In April, we then spotted Starlink’s customer support using Grok to handle calls over the 888-GO-STARLINK number. The same chatbot can also arrange for a human Starlink representative to call you back.
The Grok integration might help Starlink address its customer support, which has been infamous for being slow or even non-responsive. In the past, some users have reported quick response times and free hardware replacements, but others have complained about needing to wait for days to resolve their issue. On top of this, Starlink had long pushed users to file a customer support ticket online, and only began trialing a dedicated customer support hotline in the US and Canada back in 2024.
That said, the Grok integration isn’t perfect. Last month, one customer complained to PCMag about Starlink customer support, alleging the AI chatbot failed to honor the free Mini dish perk for their Residential Max plan. That's possibly because Starlink had briefly discontinued the perk, but not before the customer had already subscribed to the the Max plan, a nuance the AI may have failed to understand.
The same chatbot can also struggle to offer the correct solution to replace older Starlink Gen 2 routers that brick, and overlook a key compatibility issue, according to the YouTube channel DISHYtech. Hence, reaching out to a human Starlink representative might still be needed for more complex issues.
In the meantime, SpaceX is touting Grok Voice to pitch it as a customer support tool for interested businesses. The latest version, “Grok Voice Think Fast 2.0,” is being priced at $0.08 per minute of audio.