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

Licensing considerations

In this section, we'll look at a simplified example of estimating usage for a new Power Virtual Agents chatbot. We will take into consideration expected capacity usage and come up with an estimate that will guide us in deciding our expected overall cost and usage.

The scenario

In this scenario, we will look at an organization that is just getting started with Power Virtual Agents, and how to find a more efficient way to estimate possible usage. We will focus our attention on the service department of our hypothetical organization. Our team is swamped with support requests from existing product users. Instead of increasing the team size, we looked at various ways to optimize and simplify our agents' work.

One initiative that was already implemented is the creation of a Knowledge Base section on our public website. We have spent a lot of effort in creating documentation to walk customers through installation and debugging procedures to fix...