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


Congratulations, you have completed the main topics on Power Virtual Agents.

In this chapter, we looked at expanding our bot's capabilities by providing content indexed from various sources, such as public FAQ pages. We also looked at authenticating users to provide personalized services.

With these additional capabilities, we can now start building relatively complex agents that provide an experience much closer to a real human agent. By understating who the customer is, and providing a wide range of information, both personalized as well as generic products, services, or company details, we can shape scenarios that will provide all the necessary information to our users, without the need to involve our existing support staff. And this is the main purpose of these Power Virtual Agents. We want to offload the mundane and repetitive tasks to automation, to leave enough time for our support agents to focus on resolving complex problems for our customers.