Minecraft Support Virtual Agent

Merl - Minecraft Support Virtual Agent (Beta) is an AI-based chatbot that appears on Minecraft.net's support page.^[1] The chatbot can be used to quickly get answers to Minecraft-related questions without any human assistance. It was introduced on August 29, 2025 and is based on Merl, the official mascot character of Minecraft Earth.

The Merl chatbot has received criticism from the Minecraft community. It has been reported to output false information, or not answer users' questions and instead respond to them with an "I don't know" message.^[2] It has also been criticized for its poor performance, often taking a long time to answer users' questions.^[2]

Usage

Interface

When entering the support page, a pop-up will appear on the bottom right corner to open the chat window. When opening, a chat window will appear with a brief introduction on the right, and an animated avatar of Merl in a grey void on the left. Merl's window contains two buttons on the top right, a "Hide visualization" button to hide her entirely, which can be shown again by clicking the "See visualization" button on top of the chat window, and a toggle for audio, which is also present when the visualization is turned off. Merl still plays the speaking animation when muted.

Starting a chat with Merl can be done either via voice input or by typing a question and sending it. After processing the request for a while a response will be given, if successful an answer will be given, if not, Merl has some generic responses indicating it failed due to a number of factors. The character speech audio and animation can be interrupted as well as the text scroll instantly finishing by clicking the "Stop responding" button while Merl is speaking.

By not having the input field selected, an icon labeled "New topic" shows up to the left of it. Clicking it will open a pop-up saying "Reset conversation?" and "You'll lose your current chat." with two options, clicking "Reset Now" erases your conversation and starts it anew, clicking "Continue current chat" closes the pop-up.

Besides the introduction text, every text box after has a disclaimer stating "Responses are generated by AI and may include inaccurate information." Internet is required to use the bot: if connection is lost and one attempts to send a message, it will fail with a notification saying "Something went wrong This feature failed to load. Please try again later.".

Responses and content

Due to the nature of large language models (LLMs), the responses have the potential to be different every time even for the same question, even if the content is similar, it will slightly reword the same answer.

Merl's LLM is trained on the articles present in the Minecraft Support website, as such, it can struggle with more specific facts and trivia, or other questions not available in the website, being programmed to warn a user if it fails to get an answer. It functions better as a guide to existing topics present within.

When answering a question, it will draw from that database, and if it finds a relevant article, a hyperlink can be shown at the bottom of the message text under "Learn more:", this text is not spoken by Merl.

Quotes

The following are a set of generic quotes the chatbot uses, its introduction, several responses in case it does not have an answer, and errors;^{[note 1]}

Gallery

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  Render of Merl
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  Merl idling
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  Merl listening
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  Merl with glasses (included in the model file but unused)
• 
  Buttons on help.minecraft.net used to initiate a chat with Merl

Textures

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  Merl's skin
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  Merl's hair
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  Merl's backpack
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  Merl's face

References

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