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

Chapter 4: Creating a Power Virtual Agent for Your Website

In the last chapter, we built our first basic Power Virtual Agent (PVA). To continue from there, let's see how we can infuse some real business logic into it.

As we saw in Chapter 3, Building Your First Power Virtual Agent Chatbot, a lot of functionality is already available with the creation of a new PVA. This serves to provide enough logic to be able to run the agent and interact with it, but it is not necessarily what the business expects to see as far as functionality. We will look at that in this chapter.

The chapter will focus on the following topics:

  • Introducing a PVA for your website
  • Description of the business scenario
  • Extending our basic PVA
  • A look at decision logic
  • Guiding the conversation

At the end of this chapter, we will have built our first business requirements-driven PVA. We will see how we can map a real-world scenario requested by the business to the technology...