In the evolving landscape of enterprise technology, AI tools like Microsoft Copilot offer significant productivity gains. However, a growing concern is the inequality between users with access to these tools and those without.
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Summary
In the rapidly evolving landscape of enterprise technology, introducing artificial intelligence (AI) tools such as Microsoft Copilot has promised unprecedented productivity and efficiency gains. However, the rising inequality among users within organizations with access to these tools versus those without has become a growing concern. This phenomenon, which Omdia calls “in-AI-quality,” highlights the disparities in resource allocation and the potential implications for workplace dynamics.
What is Microsoft Copilot?
Microsoft Copilot is the generic name for all AI assistants integrated within Microsoft 365 applications. These AI tools enhance productivity by automating routine tasks, providing intelligent suggestions, and improving work efficiency by reducing the time spent on administrative tasks.
Eligibility for accessing Microsoft 365 Copilot functionalities depends on the specific Microsoft 365 subscription plans held by an organization. Typically, businesses with Microsoft 365 Enterprise E3, E5, and Business Standard or Premium subscriptions are eligible to utilize Copilot features.
The $30 per user per month (with an annual subscription) Microsoft 365 Copilot add-on includes several applications that utilize AI-powered assistance to boost user productivity and streamline workflows. The main applications featured in the Copilot add-on are Microsoft Word, Microsoft Teams, and Microsoft Outlook. Additionally, Copilot functionality is integrated into Microsoft Loop, Microsoft Whiteboard, OneNote, and SharePoint. Each of these applications provides a variety of advanced features aimed at helping users perform tasks more efficiently.
Microsoft Copilot overview
Application | Feature | Description |
Microsoft Word | Text generation | Automatically generates content based on user input and context. |
Content summarization | Summarizes lengthy documents to highlight key points and insights. | |
Editing suggestions | Provides intelligent suggestions for improving grammar, style, and clarity. | |
Microsoft Teams | Real-time summaries | Generates real-time summaries of ongoing meetings. |
Action suggestions | Suggests actionable tasks based on meeting conversations. | |
Automated follow-ups | Automates follow-up tasks post-meetings to ensure accountability. | |
Microsoft Outlook | Email drafting | Assists in drafting email responses based on user input and context. |
Coaching by Copilot | Provides feedback on email drafts by suggesting improvements for tone, sentiment, and clarity. | |
Summarize | Quickly extracts key points from email threads. |
The cost of AI assistance
Organizations may recognize the benefits of AI but face financial challenges in equipping every employee with these tools, resulting in tough decisions about accessibility. Selective deployment of Copilot can polarize employees. Those without access may feel disadvantaged, leading to dissatisfaction and reduced morale. This disparity can impact team performance and innovation.
Measuring the return on investment (ROI) of Microsoft Copilot is complex. While intended to save time and boost productivity, it’s hard to quantify these benefits. For instance, determining whether saved time leads to increased productivity or added value is challenging. Employees may use saved time differently, complicating ROI.
Microsoft estimates that Copilot can save users several hours a week, but the benefits depend on technology, employee engagement, and specific tasks. While some employees may use the extra time effectively, others may not, leading to uneven productivity gains. Organizations shouldn't assume that a senior executive's time is more valuable; executives might spend saved time on non-productive activities, whereas regular employees might use it to innovate or improve customer interactions, enhancing productivity.
Recommendations
- Address “In-AI-quality” - Enterprise customers should ensure that AI tools are accessible to all employees, fostering inclusivity and preventing dissatisfaction among those without access.
- Evaluate ROI holistically - When evaluating the ROI of AI, businesses should consider their overall impact on productivity and value creation. Employees may use saved time in various ways, and one should not automatically assume that senior executives’ time is more valuable.
- Foster effective use of saved time - Organizations should encourage employees to use the extra time gained from AI to boost productivity and add value. Examples include professional development, training, and working on projects that drive business growth and enhance customer satisfaction.
Appendix
Author
Tim Banting, Practice Leader, Digital Workplace.