Generative AI in Knowledge Work: Perception, Usefulness, and Acceptance of Microsoft 365 Copilot

TL;DR

This study explores how Microsoft 365 Copilot is perceived and adopted in a research organization, highlighting its benefits, challenges, and the importance of tailored implementation strategies for sustainable acceptance.

Contribution

It provides empirical insights into user perceptions, acceptance, and the role of training and governance in integrating generative AI into knowledge work.

Findings

Higher perceived usefulness among administrative staff.

Scientific staff show increased positive assessments over time.

Generative AI adds value mainly for structured, text-based tasks.

Abstract

The study analyzes the introduction of Microsoft 365 Copilot in a non-university research organization using a repeated cross-sectional employee survey. We assess usefulness, ease of use, output quality and reliability, and usefulness for typical knowledge-work activities. Administrative staff report higher usefulness and reliability, whereas scientific staff develop more positive assessments over time, especially regarding productivity and workload reduction. Copilot is widely viewed as user-friendly and technically reliable, with greatest added value for clearly structured, text-based tasks. The findings highlight learning and routinization effects when embedding generative AI into work processes and stress the need for context-sensitive implementation, role-specific training and governance to foster sustainable acceptance of generative AI in knowledge-intensive organizations.