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

One Power Virtual Agent versus many

Typically, in an organization, you will start with one agent in a specific area of your website, serving a specific purpose. You will want to gauge the success, make improvements, and expand on that. Once you see the value, you will decide how to implement similar functionality across other areas of your site.

It is very seldom that a single bot will serve an entire site. Usually, you will structure the functionality based on the various functional areas of your public website. For example, in the Support area of your site, you will have a bot serving topics concerning user support. In the Sales area, you will have another bot serving more sales-focused topics, and so on.

Segmenting and separating the bot's functionality is beneficial from both a maintenance and support perspective, but also from the point of view of managing complexity, testability, and overall UX. After all, you do not want a bot to ask you whether your issue is sales...