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In this episode of The Copilot Connection, hosts Zoe Wilson and Kevin McDonnell are joined by Tricia Sinclair (Microsoft MVP and Avanade’s Global Lead for Contact Center & Customer Service) to explore the evolving role of AI in customer service and contact centres. They discuss how new Copilot AI agents like Case Management Agents and Intent Agents can automate processes such as email triage and understanding customer inquiries, and why many organizations are piloting these tools internally before rolling them out to customers. The conversation dives into adoption challenges – from ensuring quality data and training models to navigating consumption-based costs – and highlights governance solutions like the new Agent Hub for monitoring and controlling AI deployments. Tricia also shares insights on integrating these Copilot capabilities across the broader Microsoft ecosystem (with hints at what’s coming next) and emphasizes the bigger picture: using AI to augment, not replace human agents. The episode wraps up with a thoughtful discussion on the ethical and workforce implications of AI in contact centres, including the importance of maintaining human empathy, addressing potential biases, and keeping customer trust front and centre.

Key topics covered:

• Case Management & Intent Agents – Automating case triage and identifying customer intent using AI.
• Internal vs. External Deployment – Strategies for introducing Copilot agents on internal service desks before customer-facing use.
• Adoption Challenges & Costs – Data readiness, model training, consumption-based pricing, and ensuring ROI for AI solutions.
• Agent Hub & Governance – Using Microsoft’s Agent Hub to track, manage, and govern Copilot AI agent usage and performance.
• Integration with Microsoft Platforms – How Copilot agents tie into the wider Microsoft stack and upcoming cross-platform capabilities.
• AI’s Impact & Ethics – The balance between AI and human agents, potential job impacts, and the need for fairness, empathy, and transparency in AI-driven customer service.

p.s. decided to try Researcher agent looking at previous summaries to generate this summary. Let us know what you think!

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This week, Kevin McDonnell and Garry Trinder explore the world of coding agents and how they could change software development. They run through what coding agents are along with the importance of context, memory, and specifications in using AI tools effectively. Also, they think about how you need to change habits and also touch on the challenges faced by junior developers in adapting to AI technologies, the role of personality in AI agents, and the future of work with AI. This isn't just the joy of agents though, this is about the need for security and ethical considerations when integrating AI into development processes, while also encouraging developers to embrace the potential of AI to enhance productivity and creativity.

Takeaways:

• Coding agents represent the next leap in development tools.
• Understanding the context and instructions is crucial for effective use of coding agents.
• Memory in coding agents can enhance their effectiveness and personalization.
• Specifications and guidelines are still important in the age of AI.
• Junior developers should balance learning coding principles with using AI tools.
• AI can automate repetitive tasks, freeing up time for developers.
• The personality of AI agents can enhance user experience and engagement.
• Skills in AI can create repeatable processes for developers.
• The impact of AI on junior developers raises concerns about learning and understanding code.
• Security and ethical considerations are vital when using AI agents.

Links:

Github Copilot CLI - https://github.com/features/copilot/cli/

Claude Code - https://claude.com/product/claude-code

Patrick Rogers power of Coding Agents - https://www.linkedin.com/posts/patrick-rodgers-b6a05610_i-love-to-write-code-ive-been-a-programmer-activity-7422672723191058432--Ob_

Shipping at Inference Speed - https://steipete.me/posts/2025/shipping-at-inference-speed

Claude Skills - https://support.claude.com/en/articles/12512176-what-are-skills

Anthropic Skills Repo - https://github.com/anthropics/skills/tree/main/skills/slack-gif-creator

Open Code - https://opencode.ai/

Moltbot Soul - https://github.com/openclaw/openclaw/blob/main/docs/reference/templates/SOUL.md

Moltbot - https://moltbot.you/

Moltbook - the first agent social network? - https://www.moltbook.com/

https://www.moltbook.com/post/ef3ea419-6c29-4046-9946-d636efe972ea

Be careful with Moltbot/Clawdbot:

https://www.linkedin.com/posts/elishlomo_security-activity-7421867291459391490-a0B1/

https://x.com/theonejvo/status/2015401219746128322

https://x.com/borjitaea/status/2015745063909839091?s=46

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Happy new year to you all! In this episode, Zoe and Kevin take a short look at what happened with Copilot and with themselves in 2025, a short view on what they think and hope will happen with Copilot and AI in 2026 but focus most of the time on digging into the latest Microsoft Future of Work report that their science team has been making for the last 5 years. They explore themes such as AI judgment, collaborative AI, and the implications of inequality in the workplace amongst other things.

Takeaways

• Agent 365 has the potential to greatly impact organizational efficiency and control.
• Simplification in Copilot Studio and Chat enhances user experience and accessibility.
• Agents play a crucial role in simplifying complex AI functionalities.
• Fireside chats and workshops have been key highlights in community engagement.
• Recognition through awards fosters motivation and visibility in the tech community.
• The Future of Work report provides valuable insights into AI's impact on labor markets.
• AI judgment and perception can affect workplace dynamics and relationships.
• Collaborative AI is essential for enhancing teamwork and productivity.

Key links

Future of work report

Tailwind news

Salesforce refocussing roles

Jamie Teevan's keynote at ESPC