Schedule

Expectations have never been higher that Gen AI is going to reduce cost and improve productivity - both in the use of 'Everyday AI' such as Microsoft Copilot and in the use of 'Embedded AI' that transforms knowledge management within your support process. Weston Morris will use 2 case studies to look at how Generative AI can be used effectively in either of these scenarios. The first case study will show that simply turning on Microsoft Copilot can actually have a negative effect on support. Productivity gains are possible, but only after following 3 important steps. The second case study will show how knowledge management processes must evolve in order to effectively feed into Generative AI technology. Regardless of the ways you plan on using Generative AI within your organization, these two case studies and their lessons learned can help you achieve your desired ROI.

Takeaway

Key takeaways:
1. Microsoft Copilot requires more than simply 'turning on the license' in order for employees to gain value
2. OCM and effective training are required to achieve the most value from Copilot
3. There is a data collection technique that will greatly enhance your ability to answer the question, "Is Copilot improving my employees' productivity, and if so how much?"
4. Knowledge management processes must change in order for it to serve the array of consumers that now want to access the knowledge: end users via self-help, virtual agents, live agents, and automation tools.