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

How does Power Virtual Agents add value?

Power Virtual Agents is an integral part of the Power Platform, a robust offering from Microsoft targeting the no-code marketplace. As such, for organizations invested heavily in Microsoft technologies, it simply makes perfect business sense to obtain services that would keep them in the same technology realm. This provides easier maintenance, less of a need to reskill existing support and administration staff, and a better integration story across the board.

In addition, Power Virtual Agents leverages some of the same technologies that other platforms use, for example, Dataverse. Dataverse is the data model formerly known as Common Data Service (CDS) – it powers a few other solutions in the business applications space and can also be leveraged with other components of the Power Platform. This allows the creation of unified solutions, sharing data, and creating robust business processes unbound by standard application limitations.

Also, from a licensing perspective, the ability to leverage Power Virtual Agents with your Microsoft 365 license allows organizations to start taking advantage of these features without incurring any additional costs.

From a usability perspective, with Power Virtual Agents being an integral part of the Power Platform, you have the ability to leverage a large number of pre-built connectors and services to increase the capability of the services you provide through chatbots.

Finally, from a user experience perspective, the ability to use Power Virtual Agents through a common interface, similar to other Microsoft services, provides a level of familiarity to users. This greatly reduces the need for training and adjustments from one solution vendor offering to another.

These are only some of the highlights; there are a lot more benefits to implementing chatbot functionality using Power Virtual Agents, as we will continue to see throughout the following chapters.

In the next section, we will tackle the licensing aspect of Power Virtual Agents at a very high level.