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

A look at decision logic

In order to make a decision, let's add a question for the user. In the Support decision Topic, delete the default message and select the + icon to add a question instead. We will ask whether the support request is related to a technical issue or an account issue. It should look like the following screenshot:

Figure 4.13 – Decision logic

Next, select the + sign and add a condition. Configure it as shown in the following screenshot:

Figure 4.14 – Condition handling

On the All other conditions branch, we assume that this is not a technical support issue and we want to connect the user to a real live agent for account support. We can configure it by adding a message, followed by a redirect action to the Escalate Topic. The following screenshot shows this configuration:

Figure 4.15 – Redirect to another Topic

If the customer's issue is a technical support issue...