UKAuthority
As more people are receiving answers through Google’s AI Overviews, Microsoft Copilot and other emerging assistants, fewer are visiting the services themselves. “At first, this felt like progress; faster access to information is not something to resist. But as we looked closer, a more complicated picture emerged,” says Edwards. Edwards warns that much of the context, safeguards, clarifications and next steps contained in structured user journeys are not always included in AI answers