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

Managing best practices

Once you have a chatbot released, it is imperative to manage and maintain its performance, as well as monitoring for improvements. The following best practices apply to the ongoing management of chatbots postproduction.

Reviewing analytics for continuous improvements

Once you launch a chatbot, you should be monitoring its performance closely. This way, you can determine whether it is meeting your performance indicators and success metrics. Through continuous monitoring, you can identify and act upon opportunities for improvement.

The chatbot analytics tell a good story. We can start from the Summary dashboard, which presents information around sessions, engagement, escalation, resolution and abandon rates, CSAT, as well as outcomes over time. This is presented in the following screenshot:

Figure 11.2 – Summary dashboard

A newer addition to the analytics is the ability to analyze topic triggers, with details on Overlap...