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

General governance considerations

First off, you might ask: What is governance?

From an organization perspective, governance defines terms by which an organization controls processes and operates its business, as well as the ways in which accountability is defined. This typically includes issues around ethics, risk management, compliance, and administration.

In this chapter, we want to focus primarily on aspects of platform governance, and how accountability for the solutions provided is assigned. We will also look at aspects of ethics, risk management, and compliance, and how these impact our design and deployment.

Along with the life cycle of our application in an environment, we will look at the considerations for building your first Power Virtual Agents chatbot, monitoring its usage, engaging the community for feedback, regular environment management, as well as some aspects of tenant and environment hygiene.

There's a lot, so let's start by breaking it...