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

Providing generalized information to users

In the previous chapters of this book, we looked at creating a simple chatbot and shaping a conversation with potential users. We saw how we can guide the conversation in a specific direction by either looking at the user input or providing predefined answers to enforce a certain conversation path.

To enhance the value of the information provided to users, we can also configure our bot to index our public website and provide information from a certain area, such as a Frequently Asked Questions (FAQ) section.

The configuration is relatively straightforward, as we will see next:

  1. Open your existing configured bot or create a new one.
  2. On the left navigation, select Topics, as seen in the following screenshot:

    Figure 6.1 – PVA authoring navigation

  3. On the Topics page, select the Suggested tab right under the page title, as shown in the following screenshot:

    Figure 6.2 – Topics suggestions

  4. If you have not...