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

Leveraging various data sources

In recent years, it has become common for organizations that serve many customers to provide a self-service portal. This functionality allows a user to log in to their profile and perform various actions, such as retrieving and paying monthly bills, opening support tickets, updating personal information, and so on.

Providing a virtual agent to assist with some of these tasks can sometimes simplify the user experience, thus enhancing customer satisfaction.

Imagine the following scenario, where I have to log in to my profile on a self-service portal and retrieve information about my last bill. I would have to log in to that portal, find the billing area, find the last bill, open it, and see the outstanding balance.

What if I could simply interact with a virtual agent, log in, and simply ask the question: What is my outstanding balance? The bot would simply retrieve that from a backend Customer Relationship Management (CRM) system, and provide...