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

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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

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In this episode of Copilot Connection, Kevin McDonnell and Garry Trinder discuss the latest developments from the Ignite Conference. They delve into the renaming of Azure AI Foundry to Microsoft Foundry, the new features of the Foundry portal, and the integration of Claude models. The conversation also covers the importance of experimentation with language models, updates on the Teams SDK, and the nuances of the Agent 365 SDK. In this conversation, Garry and Kevin delve into the latest advancements in Microsoft 365, focusing on Agent 365, MCP servers, and the integration of low-code solutions. They discuss the potential of natural language processing in enhancing user interactions, the significance of declarative agents, and the importance of responsible AI practices, particularly in the context of red teaming. They may also chuckle at renames more than they should...

Takeaways

• Renaming products often indicates a broader vision beyond their original scope.
• The new Microsoft Foundry portal simplifies the process of managing AI agents.
• Publishing agents to Teams and Copilot has become more streamlined and user-friendly.
• Claude models are now integrated into the Microsoft ecosystem, enhancing AI capabilities.
• Experimentation with different language models is crucial for optimizing performance.
• Understanding the purpose of each tool in the Microsoft ecosystem is key to effective use.
• The Teams SDK has been rebranded, reflecting its expanded functionality.
• The Agent 365 SDK builds on existing frameworks to enhance agent capabilities.
• MCP servers need to be exposed for use.
• Low code options are available for MCP management.
• Declarative agents are evolving with TypeSpec innovations.
• Red teaming is essential for testing AI agents.
• Responsible AI practices are crucial in agent development.
• User feedback is vital for improving Microsoft technologies.
• MCP is becoming a standard for data interaction.

Links
Ignite Book of News

Azure AI Foundry is now Microsoft Foundry

Deploy and use Claude models in Microsoft Foundry - Microsoft Foundry | Microsoft Learn

Teams AI Library is now Microsoft Teams SDK

Microsoft Graph is Work IQ....

Agent 365 SDK

MCP Management Server

Kevin's example of MCP in Copilot Studio

Type spec GA

Connected agents

Red Teaming agent

Copilot APIs

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After last week's Ignite conference in San Francisco, Zoe and Kevin run through the key updates around the different areas of Copilot, covering topics like:

- Microsoft Agent 365

- Work IQ

- Microsoft 365 Copilot updates

- Thoughts on the location and keynote

Plus we highlight a few of the upcoming ESPC sessions to keep an eye out for.

Ignite Book of News 2025

Microsoft Agent 365

Work IQ and other Microsoft 365 Copilot updates

Agent Mode in Office

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With Ignite just a week away, Zoe and Kevin got together to pick out some interesting sessions as well as several chats about what the key themes coming across are. Naturally, Copilot and agents were our main focus but there were also a couple of other areas that caught our eye.

See the sessions at https://ignite.microsoft.com.

Sessions mentioned (or that we ran out of time to mention):

- BRK402 Our Agentic Era: Building Accessible and Responsible AI for Everyone

Low code

- BRK1742 Advanced Agent Development with Copilot Studio

- BRK 314 -Building agents with Copilot Studio and Azure AI Foundry

Pro code - lots about scaling

- BRK1706 - Innovation Session: Your AI Apps and Agent Factory

- BRK189 AI agents in Azure AI Foundry, ship fast, scale fearlessly

- BRK411 Beyond Models: What No One's Telling you about Scaling Agents

Securing and managing agents

- BRK306 Innovation Session: Latest AI agent innovation in security, control and productivity

- BRK265 Secure access for AI agents with Microsoft Entra

In-person

- THR821 Copilot for Physical AI

- THR763 Copilot & agent intelligence: Reporting for frontier firms

- THR759 Copilot Trust & Safety: Controls to manage AI risk

One for fun

- BRK 432 Scott & Mark learn to connect the dots

Not mentioned but still interesting

- BRK292 Fireside chat: How customers are unlocking value & growth with Copilot

- BRK319 Build Agents for Copilot with the Microsoft 365 Agents Toolkit

- BRK167 Maintain regulatory compliance with the Microsoft Sovereign Cloud

- BRK288 SharePoint: The Knowledge Platform for Copilot and Agents

- BRK281 Unlocking the all-in-one AI Advantage of Microsoft 365 Copilot

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It has been a little while since the last episode with Zoe and Kevin so they share some of their own news on why things have been a little quieter over the summer and then discuss the latest updates and news from Microsoft 365 Copilot. We recap recent events, including the Collab Summit North America, Experts Live UK conference, and share our upcoming events.

On the news side we delve into significant announcements from lasast couple of months, including the introduction of the Knowledge Agent to "Frontier Firms", licensing changes, and the implications of GPT-5. Plus, Zoe pulls off some awesome dance moves without even realising it.

AI powered Takeaways

• The Knowledge Agent aims to enhance knowledge management within organizations.
• Licensing changes are designed to encourage broader adoption of Copilot features.
• AI's role in the workplace is becoming increasingly significant.
• Organizations must address foundational knowledge management issues to leverage AI effectively.
• The conversation highlights the need for ongoing discussions about AI's impact on work and society.

Useful links

Agents

• Introducing Knowledge Agent in SharePoint | Microsoft Community Hub
• https://demos.microsoft.com/microsoft/play/5140/knowledge-agents#/0/0
• Microsoft 365 Copilot: Enabling human-agent teams | Microsoft 365 Blog
• Moving sales, service, and finance to the Frontier with Microsoft 365 Copilot | Microsoft 365 Blog

Licensing

• https://learn.microsoft.com/en-us/microsoft-copilot-studio/billing-licensing

GPT 5

• https://www.microsoft.com/en-us/microsoft-365/blog/2025/08/07/available-today-gpt-5-in-microsoft-365-copilot/

Copilot Chat in Office Apps

• https://techcommunity.microsoft.com/blog/microsoft365copilotblog/copilot-chat-comes-to-the-microsoft-365-apps/4453349

Viva Engage in Copilot

• Viva Engage Public Content is Now Available in Microsoft 365 Copilot | Microsoft Community Hub

Copilot Mode in Edge

• https://www.microsoft.com/en-us/microsoft-copilot/blog/2025/08/07/release-notes-august-7-2025/

Deal with US Government

• Accelerating AI adoption for the US government - The Official Microsoft Blog

Copilot Memory

• https://techcommunity.microsoft.com/blog/microsoft365copilotblog/introducing-copilot-memory-a-more-productive-and-personalized-ai-