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 6: Handling Authentication and Personalization

So far, we have looked at what Power Virtual Agents (PVA) is, the basics of how to license the service, how to build a basic bot with no code, the handling of some more complex scenarios, as well as integrating a bot into your current website. But all the examples we've looked at so far only targeted anonymous users, and no personalized information was provided. We are about to change that in this chapter.

In this chapter, we want to see how to recognize the user we are interacting with and provide a truly personalized experience. We will be looking at the following topics:

  • Providing generalized information to users
  • Providing a personalized experience to users
  • Authentication considerations
  • Leveraging various data sources

Along the way, we will learn how to configure standard authentication leveraging Azure AD, as well as how to get some basic user information by using Microsoft Graph.

At the...