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

Guiding the conversation

As we have seen so far, we can capture the user input and make a decision based on it. But that can be error-prone, as the user could mistype or type something unexpected, which would take it to the All other conditions branch.

A better way, when possible, is to provide a preset group of responses to the user. This not only makes it easier for us to handle scenarios but also makes it easier for the user, who does not have to type anything now. You could create a final branch to handle all other conditions, but you will not be able to be as specific. This is when you might want to either escalate or ask additional questions.

Let's see how we do that.

In the Support decision topic, find the original Condition where we are expecting the user to type technical support. We will leave that as is but will try to narrow down the type of support needed while providing a set of standard responses.

Select Ask a question on that condition branch. We want...