Microsoft’s consumer AI Copilot tool has received harsh criticism following a major update released on October 1, 2024, marking the first significant product launch under Mustafa Suleyman’s leadership of the newly formed Microsoft AI group. Suleyman, who joined Microsoft from AI pioneer DeepMind earlier this year, envisioned the Copilot refresh as the first step toward creating an AI companion designed to “support you, teach you, and help you.”
However, both Microsoft employees and users have expressed significant disappointment with the updated version. On Blind, a private message board for verified Microsoft employees, staff members described the update as “absolutely ruined” and “a step backward.” The criticism extends beyond internal channels, with public App Store reviews showing a dramatic shift in user sentiment.
Prior to the October 1 update, the Copilot app maintained an impressive 4.8-star rating out of 5 based on over 100,000 reviews. Since the refresh, the app has received more than 250 one-star reviews in October alone, compared to only 20 one-star ratings in September. Users have complained that the app is “dumbed down and less functional,” with many questioning why Microsoft would downgrade what they considered an excellent product.
Specific user complaints include:
- App freezing and slow response times
- Less informative outputs that seem “dumber”
- Missing real-time information like sports scores and local recommendations
- Frequent “Sorry, I can’t help you with that” responses
- Inability to delete old conversations
- Reduced image generation (now one image per request instead of four)
Divya Kumar, general manager of Copilot and AI marketing, defended the update in a statement to Business Insider, explaining that “the new Copilot consumer app represents a fundamental shift, evolving from a transactional tool to a companion experience.” She emphasized that Microsoft will continue adding features based on customer feedback.
The situation is complicated by Microsoft’s multiple Copilot versions, which has created confusion among customers. Some employees noted that the M365 Copilot for business customers is “far superior” to the updated consumer version. One Microsoft executive previously acknowledged the company struggles to educate customers about the differences between various Copilot tools.
The push toward an “AI companion” approach reflects Suleyman’s vision from his previous startup, Inflection AI, but some users have rejected this direction, stating “I don’t need an AI friend. I need a tool.”
Key Quotes
The new Copilot consumer app represents a fundamental shift, evolving from a transactional tool to a companion experience that is more conversational, where it’s there to support you, guide you and help you solve less defined problems.
Divya Kumar, general manager of Copilot and AI marketing at Microsoft, defended the controversial update by explaining the strategic vision behind the changes. This statement reveals Microsoft’s intentional pivot toward AI companionship rather than pure functionality, which appears to be at odds with user expectations.
It tries to be my friend when I need it to be a tool. I don’t need an AI friend. I need a tool.
This App Store review captures the core user frustration with the update and represents a broader pushback against the AI companion concept that Mustafa Suleyman championed at his previous startup, Inflection AI. It highlights a fundamental disconnect between Microsoft’s product vision and actual user needs.
It was so good before updating to this version.
This simple but powerful user review reflects the widespread sentiment that the October 1 update represented a downgrade rather than an improvement, despite Microsoft’s significant investment in the refresh under new leadership.
The M365 one is far superior.
A Microsoft employee on Blind compared the updated consumer Copilot unfavorably to the enterprise M365 Copilot version, suggesting internal recognition that the consumer product update missed the mark and highlighting inconsistency across Microsoft’s AI product portfolio.
Our Take
This debacle represents a cautionary tale about assuming AI leadership pedigree automatically translates to product success. Suleyman’s DeepMind credentials are impeccable, but importing the “AI companion” philosophy from Inflection AI appears tone-deaf to what Copilot users actually valued.
The dramatic ratings collapse—from 4.8 stars to hundreds of one-star reviews—suggests Microsoft may have prioritized vision over user research. The complaints about reduced functionality, slower performance, and missing features indicate the update wasn’t ready for prime time, raising questions about internal quality assurance processes.
Most revealing is the rejection of AI companionship in favor of utility. Users want AI to make them more productive, not to simulate friendship. This has broader implications for the entire AI industry, which has invested heavily in conversational, personality-driven AI. Perhaps the market is telling us that anthropomorphizing AI is less valuable than making it reliably useful. Microsoft’s willingness to iterate based on feedback will be crucial, but this stumble could provide an opening for competitors who prioritize functionality over friendship.
Why This Matters
This story highlights critical challenges in AI product development and user experience design as tech giants race to deploy consumer AI applications. The backlash against Microsoft’s Copilot update reveals a fundamental tension between Silicon Valley’s vision of AI companions and users’ practical needs for functional tools.
Mustafa Suleyman’s high-profile hire from DeepMind came with enormous expectations, making this stumble particularly significant for Microsoft’s AI strategy. The negative reception suggests that importing philosophies from one AI context to another doesn’t automatically guarantee success, even with industry-leading talent.
The incident also exposes Microsoft’s broader organizational challenge with its fragmented Copilot ecosystem. Having multiple versions of similarly-named AI tools creates confusion and makes it difficult to maintain consistent quality standards. This could impact Microsoft’s competitive position against rivals like Google, OpenAI, and Anthropic.
Most importantly, the user feedback reveals a crucial insight about AI adoption: consumers want AI to enhance productivity, not replace human relationships. The rejection of the “AI companion” concept in favor of practical tools suggests the industry may be misreading consumer preferences, with significant implications for future AI product development strategies.
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Source: https://www.businessinsider.com/microsoft-mustafa-suleyman-ai-copilot-update-reviews-2024-10