GenAI enabled workforce with Microsoft Copilot for Microsoft 365
Generative AI (GenAI) is revolutionizing the way work is done by augmenting human capabilities and unlocking hidden workforce potential. By focusing on task-level augmentation, GenAI empowers employees to be more productive, innovative, and strategic in their roles.
This webcast discussed how Microsoft Copilot for Microsoft 365 can help enable the workforce—and how organizations can start today.
Panelists discussed the following topics:
GenAI impact on work and the workforce
Unlike previous technology transformations that focused on end-to-end processes, GenAI is transforming hundreds and thousands of individual tasks. Embracing AI as a driving force for organizational change requires significant adjustments in mindset and behavior from employees.
This shift requires organizations to approach GenAI transformations differently. Culture, collaboration, and the personal growth of the workforce have a greater role to play.
KPMG Workforce AI provides a human-centered approach to realizing value from GenAI investments. By deconstructing job profiles into specific tasks and analyzing their potential for AI augmentation, organizations can identify the areas where GenAI can have the most significant impact. This data-driven assessment helps organizations make informed decisions about where to invest in GenAI technologies and how to prioritize their implementation.
Aligning Copilot for Microsoft 365 to different functions
Microsoft introduced Copilot for Microsoft 365 to provide AI capabilities across its Office products. The AI assistant and its natural language chat interface lets users search for specific information, generate text such as emails, and create summaries to be used across the Microsoft Office suite.
When it comes to software development, there is a powerful use case for Copilot for Microsoft 365. GitHub Copilot is supported across on-prem environments and all cloud platforms. The solution is aimed at dramatically reducing development and testing cycles in engineering teams. There are four key areas for significant productivity gains—analysis, coding, testing and documentation.
Recently introduced role-specific Copilots are designed for different functions.
Microsoft Copilot for Sales: The tool assists sellers by providing AI-driven insights within their customer relationship management (CRM), helping with meeting preparation, RFP responses, customer research, and CRM data entry. This enables sales teams to focus on building relationships and closing deals, rather than spending time on administrative tasks.
Microsoft Copilot for Service: The AI assistant extends contact center capabilities, allowing agents to quickly find answers and draft knowledge articles from case interactions. This leads to faster resolution times and improved customer satisfaction.
Microsoft Copilot in Marketing and Customer Insights: The AI assistant empowers marketers to use natural language instead of writing queries for customer segmentation and campaign targeting, enabling them to create more personalized and effective marketing strategies.
Microsoft Copilot for Finance: Copilot automates workflows, provides recommendations, and enables data reconciliation, reducing manual effort. By integrating with and extending existing Microsoft 365 Copilot capabilities, these function-specific Copilots provide a range of services that create a cohesive user experience and allow employees to focus on higher-value work.
Reshaping the workforce—one phase at a time
By taking a holistic approach to workforce transformation, organizations can unlock the full potential of GenAI to drive business value, enhance employee experiences, and create a more productive, innovative, and empowered workforce.
The KPMG Workforce AI approach consists of three phases: identifying workforce opportunities, augmenting the workforce, and reshaping the workforce.
In the first phase, KPMG analyzes an organization’s job profiles to pinpoint the tasks with the highest potential for AI augmentation. This data-driven assessment provides a directional starting point for the organization so they know where to target their GenAI investments.
The second phase involves augmenting the workforce by deploying AI technologies and focusing on skills, capabilities, and adoption at the task level. Organizations leverage nudges and activation plans to drive utilization and ensure that employees are feeling empowered with the new tools and processes.
The third phase is where organizations actualize the value of GenAI by optimizing talent strategies, organizational design, and business processes. By capturing capacity gains, organizations can fund new business strategies or enhance employee experiences. This phase is crucial for realizing the full potential of GenAI investments and driving long-term business value.
One key aspect throughout Workforce AI is measuring the impact of GenAI on business outcomes and employee experiences. Organizations must establish clear metrics and KPIs to track the success of their GenAI implementations and identify areas for improvement. This may involve conducting surveys and focus groups to gather employee feedback, as well as analyzing data on productivity, quality, and customer satisfaction.
By regularly measuring and reporting on the impact of GenAI, organizations can demonstrate the value of their investments and make data-driven decisions about future initiatives.
Empowering the workforce with AI
To successfully implement GenAI, organizations must focus on adoption and learning.
Throughout the process, creating an AI-friendly culture and driving adoption through upskilling and change management initiatives will be critical for successful implementation. Organizations should invest in training and support to help employees understand how to use GenAI tools effectively and ethically.
As organizations navigate this transformative journey, partnering with experienced providers like KPMG and Microsoft can help them unlock the workforce of the future—one that is more productive, innovative, and empowered to drive business value. Together, expertise, experience and resources can help organizations accelerate their GenAI adoption and avoid common pitfalls.
Augmenting human capabilities
By assessing the impact of GenAI on work and the workforce, understanding the role of Copilot for Microsoft 365 in different functions, reshaping the workforce in phases, and creating a roadmap for implementation with the right guardrails, organizations can successfully harness the power of GenAI to drive business value.
Explore more
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GenAI is reshaping work and the workforce
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Business value and impact | Enabled by KPMG and Microsoft
Unlock workforce productivity, improve organizational capabilities, and increase performance – Microsoft Copilot for Microsoft 365
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