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 Teams

When working with Power Virtual Agents for Teams, a similar set of analytics is available from the chatbot editor. You can get a Summary of information, along with Customer Satisfaction, Sessions, and Billing details.

An important aspect to consider is the DLP settings, allowing or blocking the specific connectors the user triggered in the Power Automate flows from within your chatbot. If you are presenting a chatbot that calls a flow using a connector deemed unsafe and blocked through DLP, you will not get any results.

Another aspect to consider and plan for is the rollout of your agent. If you remember from Chapter 7, Building a Power Virtual Agents Application for Teams, we did have to select a team right from the creation wizard, as shown in the following screenshot:

Figure 10.8 – Select a team for the chatbot

When planning your chatbot for Teams, always consider what the appropriate team is for...