If I want to find things quickly and easily, I'll use it for content, but I don't cut and paste. It's like I'm checking my ideas.
If you had a Microsoft Teams environment, we could use it to create a virtual agent or something. I know the general things I can do with AI and chat engines.
I use it almost like a search engine, but it goes a step beyond. A search engine shows you many results, and you have to read everything to put it together. But with CoPilot, you ask a question, and it gives you a summary of all the websites out there. So it's faster learning.
It handle complex tasks as well. It is able to generate results that I want.
The problem arises when a bot is not well-designed, which frustrates customers.
For example, with our local Comcast cable company, if you need to repair something, you go on the app. They ask, "What's wrong?" You say, "My power cord melted. I need a new power cord." But the bot responds, "Oh, your Internet's not working?"
So, it doesn't recognize unusual issues. Then, they make you go through troubleshooting, saying, "Your Internet looks good, but your device isn't plugged in." It's like, "Yes, I know. I want to speak to an agent."
And it takes another ten minutes of trying different things before you finally get to an agent.
This is an example of a poorly designed bot.
I have been using this solution for about a year.
It's the self-service type. We just use it very simply.
We just use it for the same reasons I do. We do work with other providers and program virtual agents or bots. Those are all the rage now. You put them on your website. You used to have simple ones like "I can check your deposits or cancel a check for you," but they're limited to what you program.
But if you expand a bot like Swifter Robot with artificial intelligence and natural language processing, then it can almost be like a person. Then, you can do some really cool things with it.
I haven't encountered any issues. When I do, I just call our IT group. I haven't had any problems with it, unlike OneDrive.
I believe it's just standard with Microsoft, so you download it with their installer.
Increased productivity and improved customer experience can count as an ROI. If customers need to know something, they'll either wait five minutes for an agent or they can just go ahead and find the answer themselves. Most will choose the latter. The problem is poorly designed bots that frustrate customers.
We have a team that decides on the best tools, like Google Digital or other products.
I would recommend it because it's part of the Microsoft package, it's easy to use, and I haven't found any of the answers to be outrageous.
Overall, I would rate it a seven out of ten because I haven't used it enough.