Carl de Souza
Software + Imagination
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Latest posts
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Using the New Real-Time Streaming Analytics in Dynamics 365 Contact Center
Microsoft has introduced a new real-time streaming analytics experience for Dynamics 365 Contact Center. The new experience, also called the “Supervisor Experience”, is designed for supervisors who need to see what is happening in the contact center in near real-time. In this…
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Building Rich Model-Driven App Forms Embedded with Generative Pages
Generative Pages are one of the more interesting additions to model-driven apps. Instead of being limited to the traditional form layout of fields, subgrids, tabs, and sections, we can create a custom experience using natural language and then place that experience directly…
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Customer Assist Agent in Dynamics 365 Contact Center: Real-Time Voice and Self-Service
Microsoft is continuing to evolve Dynamics 365 Contact Center around AI agents that can participate throughout the customer service journey. One of the most important of these is Customer Assist Agent, which sits on the front line of customer interactions and autonomous…
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Installing and Using Microsoft Dataverse Skills with AI Coding Agents
Microsoft has created Dataverse Skills for AI coding agents, giving tools such as GitHub Copilot, Claude Code, OpenAI Codex, and Cursor a much better understanding of how to work with Microsoft Dataverse. Today we will look at how to install and use Dataverse Skills. What Are…
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Building a Multi-Agent Architecture with Microsoft Copilot Studio: A Walkthrough
Today we will look at how to build a multi-agent architecture using Microsoft Copilot Studio. Instead of creating one large agent that knows about every business process, we can create a primary agent that acts as the front door and then delegate work to smaller specialized…
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Building Power Apps PCF Controls Using OpenAI Codex
PCF controls are a great example of where AI coding agents can become extremely useful with Power Platform. PCF controls are pro-code projects built with technologies such as TypeScript, CSS, npm packages, build commands, and a local test harness. Today we will look at how to…
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How to Build a Real-Time Voice Agent in Microsoft Copilot Studio
Today we will look at how to create a real-time voice agent in Microsoft Copilot Studio. Voice agents have been around for some time, but real-time voice changes the experience considerably. Instead of feeling like a traditional IVR where we wait for prompts, navigate menus, and…
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How to Use Evals in Microsoft Foundry: Build an Agent and Test It
Today we will look at how to use Evals in Microsoft Foundry. We will build a simple agent, create a small evaluation dataset, run several evaluators, and review the results. Evals are essentially automated tests for AI systems. In a previous post, we talked about Copilot Studio…
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Copilot Studio Evals: A Practical Guide to Testing AI Agents
Today we will look at how to use Evals in Microsoft Copilot Studio. We will first build a basic agent, give it some simple knowledge, and then create an evaluation test set to see how well the agent performs. Testing an agent manually in the test chat is useful while we are…
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100 Great Ted and TEDx Talks for Speakers to Study
One of the best ways to become a better public speaker is to study great public speakers. As I’ve been working on my own speaking, I’ve spent more time watching great talks and paying attention not just to what the speaker says, but how they say it. How do they open? How do they…