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

Monitoring the success of Power Virtual Agents

Microsoft has put together a pretty robust Analytics package for Power Virtual Agents. You can get to it from the chatbot editor, by selecting the Analytics menu option on the left side of the screen, as shown in the following screenshot:

Figure 12.10 – Power Virtual Agents chatbot Analytics

You can take advantage of these reports to determine things such as the following:

  • Engagement over time
  • Session outcomes over time
  • Resolution rates
  • Escalation rates
  • Abandon rates

Based on these observations, you can determine items and places to make improvements to your chatbot. This should result in improvements to your chatbot. Monitoring pre and post changes will give you a good indication of whether the updates are in fact beneficial to the overall performance of your chatbot.

In addition to monitoring for performance and making improvements to your chatbot, another aspect is...