Microsoft CoPilot fails to enhance productivity, says research

In late 2023, research findings revealed that Microsoft CoPilot, an AI-powered productivity tool, does not significantly enhance productivity for users. Despite high user satisfaction, with 74 percent expressing they were satisfied or very satisfied, the study indicated a lack of notable improvement in workplace efficiency. Users found CoPilot useful for daily tasks, but the anticipated surge in productivity may take longer, with a belief that as technology evolves and businesses grow to trust AI systems, reliance on them will increase. This change is expected to come alongside workforce reductions in certain sectors, as AI tools automate tasks traditionally performed by humans. At the same time, OpenAI expanded access to its Projects feature within ChatGPT, allowing some users to utilize these tools for free. The expectation from industry insiders is that the uptake of this tool among small businesses will intensify as it provides a space for organizing communications, notes, and other essential elements of workflow without cost constraints. This strategic move may lead to greater adoption of AI tools in business practices and cultural shifts in how teams collaborate. In the customer service landscape, AI technology continues to shake up traditional call center operations. Although AI can efficiently manage low-level customer inquiries, many businesses still recognize the importance of human agents for more complex issues. For instance, Bank of America has utilized its AI assistant 'Erica' since 2018 to address customer queries, demonstrating the evolving dynamics of human-AI interaction in this space. AI assists in resolving simple queries swiftly while freeing up human agents to handle more nuanced customer needs. Moreover, a recent study by Visa highlighted the pitfalls small and medium-sized businesses face regarding manual payment processes, which can divert customers and impact sales. The report urged these businesses to consider partnerships with third-party providers for better payment solutions, alleviating technological burdens while enhancing sales processes. Visa's findings emphasized the critical role of advanced tools like Data Bridge to minimize manual errors and improve operational efficiency for small businesses aiming to thrive in a competitive landscape.