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

Creating a Power Virtual Agent

We could start editing the current MyFirstBot agent; however, what we want to do is understand how to work with multiple bots in the same environment. We use a design involving multiple bots when we want to pass the conversation from one bot to another and each serves a distinct function. For example, we could have a bot handling billing inquiries, while another handles generic account updates. We do not want both of those functional conversations defined in the same bot as it will be harder to maintain in the future. For that reason, let's leave MyFirstBot as it is and create a brand-new bot:

  1. Click the little robot icon at the top right of the page, as shown here:

    Figure 3.14 – Action buttons

  2. Find the New bot button and click it.
  3. You are now presented with a wizard that collects several important pieces of information about your new bot. Give it a name, such as Hello there, and select a default language. In the Environment...