Making Copilot Easier for Non-tech Savvy Employees

My company is going through a limited test of copilot, and as a member of the knowledge team, I’ve been testing it. It was recommended that I post my feedback for the product team.

Overall, I think that it is a powerful tool, but I am concerned about how employees who are not tech savvy (we’re a manufacturing company) will interact with the bot and find the additional knowledge they need if it is not served by the bot. I

In the screenshot at the bottom of the page, I have a few comments, but here’s a summary:

• Non-tech savvy employees may have some confusing about how to use the references/ citations to get to the source article.

• The citation numbers are hard to read, making it difficult to know which source article to examine further. I worry this will become a barrier to employees receiving more specific information that they might need. 

• There is one pop-up and two clicks between the answer and the source of the information, which will be a barrier for employees reading the source information. This is particularly concerning HR and policy knowledge. 

• With policies, the exact wording does matter, and a summary may lead employees to the incorrect answers or conclusions. See this image of a answer that provided some language that would help with this issue.

  • It would be great if this message could appear whenever a query contains the word policy/ policies.

In general, there needs to be less friction between the bot's response and the source material.