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arXiv · 2602.18576

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

Carsten F. Schmidt·Sophie Petzolt·Wolfgang Beinhauer·Ingo Weber·Stefan Langer
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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.

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Carsten F. Schmidt, Sophie Petzolt, Wolfgang Beinhauer, Ingo Weber, Stefan Langer. 2026-02-20. Generative AI in Knowledge Work: Perception, Usefulness, and Acceptance of Microsoft 365 Copilot. https://arxiv.org/abs/2602.18576

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