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

Governance of Power Virtual Agents for the web

When working with chatbots for the web, there are a few important items to monitor for:

  • Monitor usage to determine how often your chatbot is called.
  • Monitor usage and data occupied by chat logs.
  • Determine retention policies for the chat log data.

You can begin the monitoring of activities from the chatbot editor by choosing the bot Analytics option on the navigation. The categories available include the following:

  • Summary presents the total number of sessions over a period of time, the engagement and resolution rates, escalations and abandonments, along with other metrics. The following screenshot shows this dashboard:

Figure 10.4 – Power Virtual Agents Analytics Summary dashboard

  • In addition, if configured to capture Customer Satisfaction, you can report on it, along with session information and billing details. This will allow you to make decisions around improving...