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

Authentication considerations

Now that we have seen how to configure authentication in our virtual agent, let's look at a couple of common scenarios as to why you might want to do that.

First off, knowing who you are interacting with opens the door for new possibilities. You can start providing a personalized experience. Some of the things you can do include the following:

  • Create a personalized look and feel for the entire user experience.
  • Personalize conversations, with data included from various data sources and specific to that particular customer.
  • Accept files uploaded by a specific user against their current account.
  • Provide specific data from backend systems, relevant to the user logged in.
  • Pass to a live agent the correct details for the already authenticated user.

Again, these are just some common scenarios.

In addition, we have only looked at the ability to authenticate against Azure Active Directory. The platform also allows us to...