In this episode of Copilot Connection, Zoe and Kevin are joined by Diana Wolfe, Head of Research & Strategy at Kyndryl, to explore one of the biggest challenges facing organisations today: the widening gap between AI ambition and AI implementation. Together, they unpack why so many companies struggle to realise value from AI investments, what human‑centred change looks like in an era of agentic AI, and how trust, psychological safety, and redesigned roles shape successful adoption.

The conversation covers everything from workflow automation myths and cognitive overload to organisational silos, identity shifts, and the realities of embedding AI into everyday work. Expect thoughtful insights, a few laughs (including designer chickens and the underpants gnomes), and practical guidance on how individuals, leaders, and change practitioners can navigate the next phase of AI‑driven transformation.

Tune in to learn why the future of AI isn’t just about technology—it’s about people, systems, and redefining what meaningful work looks like.

Takeaways

• AI implementation requires a holistic approach
• The integration of AI technology presents multifaceted challenges AI adoption is evolving rapidly
• Human systems integration is crucial for responsible AI implementation

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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