Lawrence Fong, Director of Digital & IT at Cathay, has transformed his email management approach using Microsoft 365 Copilot, addressing a common challenge faced by executives worldwide – the dreaded “Follow up” folder of unanswered emails.

The implementation of Microsoft 365 Copilot has enabled Fong to handle approximately 20% of his emails through AI assistance, marking a significant improvement in his communication efficiency. The AI tool has proven particularly effective for routine correspondence, such as event RSVPs and deadline follow-ups.

“It’s very helpful,” Fong notes, highlighting how the technology has streamlined his daily communications at Cathay, Hong Kong’s premier travel lifestyle brand and operator of Cathay Pacific Airways.

The impact extends beyond individual usage, with approximately 1,000 Cathay employees currently utilizing Microsoft 365 Copilot. The company plans to expand this number to several thousand users within the year, demonstrating its commitment to embracing AI-driven solutions.

Success stories are emerging across departments. The head of procurement reported completing proposal summaries in minutes rather than hours, praising the tool’s high accuracy. Other employees have successfully employed Copilot for meeting summaries and email correspondence.

Fong’s experience reveals specific strengths of the AI assistant. He particularly values Copilot’s ability to capture nuanced details in email communications and maintain professional courtesy. His preferred prompts include “Draft me a reply” and “Write me an email,” with additional specifications for length and tone.

However, Fong identifies areas for potential improvement. He suggests that future iterations could benefit from enhanced personalization features, including the ability to mirror individual writing styles and incorporate industry-specific terminology. While the current output typically requires minimal editing, with about 80% accuracy, there’s room for advancement in contextual understanding.

Looking ahead, Fong envisions Copilot as a democratizing force in AI technology, drawing parallels to how personal computers and smartphones revolutionized their respective domains. “Everyone can use it in the home, the office, wherever,” he states, emphasizing the tool’s universal applicability.

This implementation at Cathay represents a broader trend in corporate digital transformation, where AI tools are being integrated into daily operations to enhance productivity and communication efficiency. The success of this initiative suggests a future where AI assistance becomes an integral part of professional communication standards.

News Source: https://news.microsoft.com/source/asia/features/cathays-lawrence-fong-on-tackling-his-folder-of-unanswered-emails/