Apple’s newest software update is here, and it marks a bold step forward. With iOS 26, Apple is officially moving from the teens into the twenties with a fresh look, next-level intelligence and an emphasis on making everyday tasks more seamless. Unlike the linear naming convention of past years, Apple is aligning its iOS naming with the release year. That means iOS 26 represents the release season running from September 2025 through September 2026.
At the center of this release is Liquid Glass, a reimagined design language that blends translucency and depth to create a futuristic yet familiar experience. But the visual changes are just the beginning. Apple has packed iOS 26 with new features in Apple Intelligence, Messages, Phone, Wallet, Maps and beyond.
For telecom providers, this shift means preparing agents and customers alike to adapt quickly. Each major iOS release sparks a surge of “how do I…” support questions. Companies that proactively train agents and update self-serve tools can dramatically reduce confusion and customer frustration.
With early access to new iOS builds, Ozmo provides interactive tutorials for self-serve channels and updated virtual devices and apps in the Ozmo for Agents, helping teams support iOS 26 features and keep transitions smooth.
Stay ahead and ensure your company is ready to meet the demands of the tech-powered future. Read on for an overview of the iOS 26 updates, what customers can expect and how to provide effective support during this update.
Preparing your team for Apple’s latest update?
A fresh look: Liquid Glass
The most striking part of iOS 26 is its redesign. Apple is introducing Liquid Glass, a look that emphasizes translucency, fluidity and depth while keeping user content front and center.
Key elements of the new design include:
- Dynamic lock screens: The clock and notifications adapt to photo wallpapers, and moving your iPhone brings photos to life with subtle 3D effects.
- Updated app icons: Users can now choose between light and dark appearances, tinted colors, or even a clear “glass-like” look.
- Fluid controls: Buttons and navigation bars refract their surroundings, morphing to focus attention on content.
- Consistency across devices: Whether on iPhone, iPad or Mac, the design creates a unified experience.
While the design feels different, it isn’t disorienting. Menus and buttons have been refreshed, but Apple kept the interactions familiar, so existing users will feel right at home. For support teams, this is an important message: reassure customers that while things look new, functionality remains intuitive.
Apple Intelligence: Smarter, more personal
Apple has expanded its AI-powered framework, Apple Intelligence, to enhance communication, personalization and productivity across the system.
Live Translation
Users can now:
- Automatically translate texts in Messages.
- View live translated captions in FaceTime.
- Hear spoken translations during phone calls.
This feature will be especially valuable for international travelers or multilingual households. Support agents may need to walk customers through enabling translations within different apps.
How to use Live Translation on iOS 26
Visual Intelligence
With Visual Intelligence, users can interact directly with what’s on their screen. For example, highlighting a product in a screenshot allows a quick search across apps like Safari, Etsy or Google. Customers may reach out for guidance on how to activate or use these new contextual search tools.
Shortcuts powered by AI
The Shortcuts app now taps into Apple Intelligence to simplify workflows. Actions include summarizing PDFs, generating text or rewriting content in different tones. For users who aren’t as tech-savvy, these shortcuts may require extra explanation — another area where guided tutorials can reduce strain on live support.
How to create new shortcuts using Apple Intelligence on iOS 26
Image creation
Apple has added new ways for users to express themselves visually. The Image Playground now supports ChatGPT-powered styles (like watercolor, anime or oil painting), while Genmoji lets users combine emojis and descriptions to create custom icons.
Phone and Messages updates
Communication apps have also received major enhancements in iOS 26.
Call Screening
When receiving a call from an unknown number, iOS 26 now prompts callers to state their name and reason. This information appears on screen, letting the user decide whether to pick up. For privacy-conscious customers, support teams should be ready to explain how to enable or adjust this feature.
Hold Assist
No one likes waiting on hold, and iOS 26 solves that with Hold Assist. When activated, your iPhone stays on the line for you, letting you go about other tasks while waiting for a live agent. Once the agent is ready, your phone notifies you so you can join the call immediately.
How to use Hold Assist for phone calls on iOS 26
Messages updates
Messages introduces several social and personalization features:
- Spam and sender screening: Enhanced filters detect spam and let users approve new contacts.
- Polls: Perfect for group chats, polls let everyone vote and track results in real time.
Background customization: Users can choose from built-in designs or personal photos to give conversations unique flair.
These new features bring richer communication options but may also create confusion about privacy settings, especially around spam filtering.
Other app enhancements
Apple has also delivered meaningful updates to some of its most-used apps.
Maps
iOS 26 makes Maps smarter and more personalized. It learns your regular routes and alerts you to delays before you even leave, helping users save time and avoid unexpected traffic. The new Visited Places feature lets customers save and quickly revisit favorite spots, like a café discovered on a trip.
Wallet
Wallet continues to evolve into a digital hub:
- Add a U.S. passport to create a Digital ID for use at TSA checkpoints and in select apps.
- Upgraded boarding passes show directions to terminals, luggage tracking and Live Activities that update in real time.
- Package tracking now automatically integrates from order confirmation emails.
Apple Music
Music listening gets a boost with AutoMix and Lyrics Translation. AutoMix intelligently blends songs like a live DJ, time-stretching and beatmatching tracks for smooth transitions. Lyrics Translation helps users understand the meaning behind songs in other languages, making music more accessible globally.
Games
iOS 26 introduces a dedicated Games app, unifying Apple Arcade and App Store titles. Users can track installed games, discover what friends are playing and receive personalized recommendations. The “Play Together” section allows friendly competitions with weekly challenges and score-based contests.
Preparing to support customers through iOS 26
iOS 26 is more than just a software refresh — it’s a milestone release that blends a bold new design with powerful Apple Intelligence features, enhanced communication tools and smarter everyday apps. For customers, this update promises exciting possibilities. For telecom providers, it also brings the challenge of helping users adjust to unfamiliar settings, new workflows and updated interfaces.
Every major iOS launch brings a spike in support questions, and this year’s sweeping changes could amplify that demand. To stay ahead, companies should:
- Give agents early access to virtual training tools. Virtual devices and apps allow teams to get familiar with new iOS 26 features before customers call in.
- Update self-serve resources so customers can find step-by-step guidance for new iOS 26 features.
- Equip teams with interactive tutorials to reduce confusion and ensure faster resolutions.
With proactive support, what might otherwise be a flood of support tickets becomes an opportunity to build trust and loyalty. Ozmo customers benefit from early access to iOS 26 training content, making it easier to deliver seamless support from day one.
Is your team ready to assist and support your customers through iOS 26? If you’d like to learn how Ozmo can strengthen your support capabilities with early access tutorials and interactive training, we’d love to help. Request a free demo today to get pre-release support access to iOS 26.
Note: All iOS 26 interactive tutorials featured throughout are courtesy of Ozmo.
