https://carldesouza.com/
Hello! I’m Carl de Souza. I work in Engineering at Microsoft and explore Artificial Intelligence, AI agents, Enterprise Apps, and the technologies transforming how we build software.
https://carldesouza.com/about/
Technology · AI · Speaking Hi, I’m Carl. I’m a technology architect, developer, speaker, and content creator with more than 25 years of experience building software and helping organizations use technology to solve complex problems. I currently work in Engineering at Microsoft, where my focus is on enterprise technology, AI, agents, and the next generation of business applications. Outside of my work at Microsoft, I write, create videos, speak, and … Continue reading About
https://carldesouza.com/public-speaking/
I love public speaking. Over the years, I’ve had the opportunity to present to audiences in many different settings, from technology conferences and customer events to panels, workshops, and Toastmasters. The more I speak, the more fascinated I become with what makes someone a great communicator.
02 Nov 2026
https://carldesouza.com/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 post, we will look at what real-time streaming analytics is, how it differs from the existing real-time analytics reports, the different views available to supervisors, and some of … Continue reading Using the New Real-Time...
06 Oct 2026
https://carldesouza.com/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 inside a form. Today we will look at how to embed a Generative Page directly inside a model-driven app form in Microsoft Power Apps. If you haven’t already, … Continue reading Building Rich Model-Driven App Forms Embedded wit...
04 Oct 2026
https://carldesouza.com/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 self-service. What makes this particularly interesting is voice. With the arrival of real-time voice agents in Copilot Studio, Customer Assist Agent can move beyond the traditional “press 1 … Continue reading Customer Assist Agen...