Tom Morgan — Building AI Agents on Amazon Connect
If you’ve been doing anything with AI over the last few years, you’re probably using some new words that you weren’t 10, even 5 years ago. Prompts. Guardrails. Tools. Knowledge bases. They turn up in every talk and on every product page, usually with a confident nod that assumes you already know what they are. [ ]
The latest episode of the podcast that I co-host with Alex Baker is out. This one talks about the forecasting, capacity planning and scheduling (FCS) features of Amazon Connect. Of all the corners of Amazon Connect, forecasting and scheduling is the one I knew least about. Although Dynamics does have FCS capabilities these days, they re [ ]
One thing I ve been consistently surprised about over the last few years is how well contact centre teams know their peak weeks. Not approximately, but exactly. They know which week the spike starts, roughly how big it gets, and what types of calls dominate it. And every year, their response is about the same. Hire [ ]
Most AI demos look flashy and focus on the end-user experience. But there s a question that either doesn t come up at all, or when it does is not answered well: What s actually inside? If you re a contact centre owner or a technical lead looking at building or buying an AI agent on Amazon Connect, the [ ]
The contact centre industry has a long history of buying best-of-breed. It s not unusual to buy a voice IVR system from one vendor, a webchat bot from another, workforce management from a third, analytics from a fourth. Each system gets evaluated on its own merits, each one solving a specific problem well. I ve spent years [ ]
I m spending a lot of my time at the moment talking to contact center owners. Most of them have heard of the EU AI Act. Not many of them have read Article 50. Fewer still have checked whether their AI agents are ready for it. And the deadline is 2 August 2026. That s less than [ ]
After over 10 years in the program, I’m choosing not to renew my Microsoft MVP award this year. The MVP program has been a huge part of my life and I credit it with having the greatest impact on my career. It opened doors, it enabled conversations, it taught me so much, and it introduced [ ]
This week: Handling Legacy User Settings in SharePoint Framework M365 Copilot and the case of the broken license Is the craft dead? You can also listen to the audio-only version: Thoughtstuff Podcast Tom Morgan on Teams Dev: Weekly Update 16 February 2026. Find all my videos at thoughtstuff.co.uk/videos. You can also subscribe to the [ ]
This week: Deprecation notice: Teams Live Events meeting creation via Microsoft Graph Mastering User Settings in SharePoint Framework Navigating Microsoft Teams Docs: A Developer Survival Guide You can also listen to the audio-only podcast: Thoughtstuff Podcast Tom Morgan on Teams Dev: Weekly Update 9 February 2026 Find all my videos at thoughtstuff.co.uk/videos. You can [ ]
This week: SharePoint Framework (SPFx) roadmap update – January 2026 Introducing the Microsoft Graph User Configuration API (preview) Apps for shared and private channels Dev Proxy v2.1 with configuration hot reload and stdio proxying You can also listen to the audio-only podcast version: Thoughtstuff Podcast Tom Morgan on Teams Dev: Weekly Update 2 February [ ]