Book Image

Empowering Organizations with Power Virtual Agents

By : Nicolae Tarla
Book Image

Empowering Organizations with Power Virtual Agents

By: Nicolae Tarla

Overview of this book

Power Virtual Agents is a set of technologies released under the Power Platform umbrella by Microsoft. It allows non-developers to create solutions to automate customer interactions and provide services using a conversational interface, thus relieving the pressure on front-line staff providing this kind of support. Empowering Organizations with Power Virtual Agents is a guide to building chatbots that can be deployed to handle front desk services without having to write code. The book takes a scenario-based approach to implementing bot services and automation to serve employees in the organization and external customers. You will uncover the features available in Power Virtual Agents for creating bots that can be integrated into an organization’s public site as well as specific web pages. Next, you will understand how to build bots and integrate them within the Teams environment for internal users. As you progress, you will explore complete examples for implementing automated agents (bots) that can be deployed on sites for interacting with external customers. By the end of this Power Virtual Agents chatbot book, you will have implemented several scenarios to serve external client requests for information, created scenarios to help internal users retrieve relevant information, and processed these in an automated conversational manner.
Table of Contents (18 chapters)
Section 1: An Introduction to Power Virtual Agents
Section 2: Leveraging Power Virtual Agents on Your Website
Section 3: Leveraging Power Virtual Agents in Teams
Section 4: Best Practices for Power Virtual Agents

One Power Virtual Agent versus many

As we mentioned in Chapter 5, Integrating a Power Virtual Agent into Your Website, we want to take an incremental approach to creating chatbots for Teams. You want to gauge the success, make improvements, and expand on that functionality as needed.

Just as we use Topics to segment different discussion paths within a chatbot definition, we can take a similar approach to define our individual chatbots. We do not want to bring to our user a single HR chatbot, for example, with all HR supporting functionalities baked into it. This will make it more difficult to maintain in the future.

In such scenarios, we want to consider the possibility of creating multiple chatbots for specific functionality. For example, in the context of functionality provided by the HR department in your organization, you could have one or more of the following chatbots:

  • HR Time Off chatbot – Handling queries around holidays, available vacation, and future...