I personally fell in love with copilots when all my engineering tools started adding them (e.g. Cursor IDE, Warp terminal, etc.).
And really, I wanted to tap into artificial intelligence everywhere, from excel to planning a vacation in AirBnb. "is this a good place to stay with a young kid?"
Just in recent months, the market has validated this intuition, e.g. Microsoft Copilot products (think 2nd-brain-on-tap for e.g. PowerPoint, not support chat) have boosted productivity by 30%, with lots of other impressive metrics
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If you do go back to the customer support use-case, I'd see the support agent's software using CopilotTextarea, to let them reply to 10x more messages, but where they still drive the conversation.
Though I could see it coupled with AI chatbot on the consumer side, where it makes sense