49 We had a two-phase rollout of Copilot following the preflight assessment period. This approach allowed a limited number of Kyndryl employees to experiment with the technology prior to purchasing thousands of licences, giving our implementation team time to determine which use cases provided the most business value. 4. Provide extensive training Education is crucial for maximising the potential of Copilot, so it’s critical to start training users with the technology early in the implementation process. Before we granted employees access to Copilot, they were required to attend training conducted in partnership with Microsoft. These educational sessions covered proper Copilot usage, including how to create effective prompts and ways to properly handle data. We also worked with Microsoft to conduct role-specific training sessions to address the unique needs of different business units within Kyndryl. For example, Copilot specialists led interactive video training with our finance team to highlight use cases and demonstrate the technology’s capabilities in Excel, showcasing how Copilot can help with data summarisation and analysis in finance scenarios. 5. Create robust feedback cycles It’s essential to collect feedback once employees start using Copilot. Internal administrators and Microsoft product teams can use these insights to fine-tune deployment, increase engagement and enhance the Copilot user experience. Our Copilot team established feedback protocols for users to document their experiences in four categories: use case application, overall quality and performance, unauthorised access and technical questions. We also empowered Copilot users to improve the quality of our organisational data. For example, if a user discovered outdated or inaccurate information, they were asked to report it to the Copilot team so administrators could correct the data. The bottom line Generative AI is rapidly evolving and new use cases are being discovered constantly, so early adopters will need to continually refine their systems and processes and offer ongoing education and training to take full advantage of tools like Copilot. Even as Kyndryl explores the full power of generative AI, Copilot has already yielded significant time savings and contributed to a more efficient work environment for our teams. Our approach and lessons learned can serve as a blueprint for other organisations starting to use generative AI. Peter Hudacko is lead infrastructure specialist at Kyndryl Photo: Adobe Stock/Zamrznuti tonovi
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