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

Extending our basic PVA

At this point, I am assuming you have created your basic virtual agent as described in Chapter 3, Building Your First Power Virtual Agent Chatbot. If you have not done so yet, just go to your environment and create a brand-new agent. You can reach the environment at

In the Topics area, disable the four user topics that are provided by default as lessons. Your screen should look like this:

Figure 4.9 – Topics disabled

Note that Status should be Off for all the user topics.

Next, let's create a new Topic. This Topic will handle the initial decision-making and sort the separate flows into either technical or account support. Let's follow these steps:

  1. From the top ribbon, select the New topic option.
  2. In the Topic definition, provide at a minimum a Name for this Topic. We will name ours in this example Support decision, as shown in the following screenshot:

    Figure 4.10 –...