What is Microsoft CoPilot?
An Opportunity for Growth, Not Division
Background
CoPilot is Microsoft’s large language model chat bot (think ChatGPT) that is embedded into a suite of Microsoft platforms including Azure, Teams, and GitHub. It is an aptly named digital ally in the evolving AI landscape designed to provide intuitive support, ranging from code generation in Visual Studio with GitHub Copilot, to summarising Teams meetings, and enhancing content creation in Word.
CoPilot both entices and forces us to consider the AI-powered potential of business processes to drive workflow efficiencies, faster and more well-informed decision making, or even new ideation and creativity. For example:
GitHub Copilot allows developers to transform natural language into code, dramatically easing the programming process and enhancing accessibility.
Teams CoPilot provides office workers with real-time transcriptions and summaries to capture essential discussions without omission.
CoPilot for 365 allows creatives to leverage contextual understanding within Word to assist in composing documents, proposals, and reports.
Azure CoPilot integrates with Microsoft's data platforms, to help data operators simplify the complexity of data analysis.
CoPilot even allows anyone to create tailored GPT models to meet unique business needs.
Like any new tectonic shift in technology, AI provides many opportunities to talk about distinctions. Distinctions between old and new, between opportunity and equality, between masters and slaves, and yes between humans and machines.
Notably, each of the above examples highlight AI’s capabilities as an interface between humans and technology. Distinct yes. But not apart. That creates an opportunity for growth, not division.
Essential Points
Insight #1: AI-Driven Transformation
Businesses that adopt AI technologies will gain a competitive edge by developing unique capabilities and setting new standards for performance and efficiency. This will enable them to create new benchmarks and service levels, driving superior outcomes compared to their competitors.
Insight #2: Rearchitecting Services over Technology
CoPilot should be seen as an opportunity for service redesign to meet modern expectations, rather than a mere technology transformation. Businesses should focus on creating exceptional "digital experiences," emphasising the quality of the experience over the digital aspect itself.
Insight #3: The Evolving Role of AI in Work
AI technologies, like ChatGPT and GitHub Copilot, are transforming existing applications and business processes, leading to significant improvements in efficiency, productivity, and customer engagement. These advancements promise substantial returns on investment by speeding up time to completion and enhancing overall business performance.
Insight #4: Shift to Silo-less Business Models
Removing humans from some processes will be inevitable which means the potential for a silo-less business landscape is greater than ever. AI LLM chatbots can be instructed to collaborate. This integration will enable services to function more efficiently and deliver better experiences (see Insight 2) and better outcomes.
Insight #5: Importance of Data and AI Governance
With the increasing prevalence of cognitive services and large language models, managing data responsibly and ethically has become more crucial than ever. While this has always been important, the stakes are now higher. Robust data and AI governance frameworks are essential to maintain trust, ensure compliance, and effectively manage these advanced technologies. Failing to implement these frameworks will have more significant consequences than ever before.
Insight #6: Responsible and Trusted Use of AI
Building on the importance of data and AI governance, businesses must emphasise the responsible and trusted use of AI technologies. This requires strong leadership in security, data management, and ethical AI practices. Companies should act as custodians of AI, clearly defining its appropriate use and limits, and scenario manage its impact.
Insight #7: Generative AI for Simplification
Leveraging AI to simplify complex processes highlights the trend towards improving user experience and operational efficiency. This is particularly relevant for government services, which often suffer from siloed information systems. But it is no less relevant in industries like airlines or banking where lines of business are restricted in their ability to serve an integrated customer experience. The future challenge of digital services will not simply be to bridge the persistent digital divide amongst customers and citizens, but to enhance internal multi-channel interactions to deliver more inclusive and accessible services.
Insight #8: Compliance and Augmentation via AI
AI helps businesses meet regulatory requirements while also boosting employee productivity. However, it's important to remember that just because AI can do something doesn't mean it should. Both technology proponents and opponents use this argument. To navigate this, businesses should adopt a "just enough, just in time" approach, using AI where it adds value and aligns with compliance needs without overcomplicating or rushing its implementation. Balancing innovation with regulation ensures effective and responsible use of AI.
Insight #10: Investment in Digital Infrastructure
Investing in digital infrastructure is essential, as AI's capabilities rely on networked core processors or large data centers. Continued investment in these core assets, or at least access to them, is crucial.
My Take
Now let’s discuss what this means in as simple terms as possible.
It’s a business thing: AI is a 21st century business model. It has the potential to reshape social, organisational, and political hierarchies, making it essential for businesses to adopt AI and digital transformation strategies for competitive advantage in the 21st century.
It’s a leadership thing: Successful AI integration requires strong leadership and cultural readiness, emphasising data governance, ethical AI use, and balancing innovation with regulation to maintain trust, compliance, and address security and privacy concerns. It means we need to be better at the fundamentals, not ignore them.
It’s a process thing: Businesses should focus on redesigning services to prioritise customer, citizen and employee experiences. AI will enhance engagement and simplify complex processes.
It’s a data thing: The shift towards integrated business models necessitates new approaches to collaboration and data sharing, while prioritising digital accessibility and inclusivity to bridge the digital divide. This will require many human-to-human handshakes before the GPT-handshakes can take full effect.
It’s an infrastructure thing: Investing in digital infrastructure and cybersecurity is foundational for leveraging cloud and AI technologies. Organisations still need to take proactive steps to meet the advancements made by technology leaders like Microsoft.
There are also opportunities aplenty for Microsoft’s partners across the supply chain.
For Global System Integrators: Expect to see increases in licensing and significant new service rollouts. But even in the rush to AI, these developments will take a few years to foment, especially in the current economic climate.
For Managed Service Providers: Aside from the increased licensing opportunities, there will be the need to find new solutions partners to help clients with adoption challenges that will exceed those experienced with Teams.
For Clients of Partners: Look forward to new service opportunities. It's a good time to review sourcing and service contracts, especially to explore innovative solutions involving multiple technology providers like Microsoft and ServiceNow.