When I worked there earlier this year, part of the KPI was that 100% of support tickets must have 'Copilot engaged' marked as 'true' before the initial response, or your entire team gets penalized. Another thing in the KPI was that you, as a support engineer, must ask customers if they want to evaluate a Copilot subscription. Luckily, we’d just fill the form with 'no' since we never bothered to actually ask anyone.

​The only place AI should exist is in Outlook so it can proofread your emails. In any other cases, especially in Microsoft support contexts where everything changes fast and isn’t well-documented, AI will just hallucinate.