You're reading from Empowering Organizations with Power Virtual Agents A practical guide to building intelligent chatbots with Microsoft Power Platform

Product type Paperback

Published in Aug 2021

Publisher Packt

ISBN-13 9781801074742

Length 246 pages

Edition 1st Edition

Tools

Microsoft Power Virtual Agents

Concepts

Chatbots

Author (1):

Nicolae Tarla

View More author details

Table of Contents (18) Chapters

Preface

1. Section 1: An Introduction to Power Virtual Agents

2. Chapter 1: Introducing Power Virtual Agents FREE CHAPTER

3. Chapter 2: Licensing for Power Virtual Agents

4. Chapter 3: Building Your First Power Virtual Agent Chatbot

5. Section 2: Leveraging Power Virtual Agents on Your Website

6. Chapter 4: Creating a Power Virtual Agent for Your Website

7. Chapter 5: Integrating a Power Virtual Agent into Your Website

8. Chapter 6: Handling Authentication and Personalization

9. Section 3: Leveraging Power Virtual Agents in Teams

10. Chapter 7: Building a Power Virtual Agents Application for Teams

11. Chapter 8: Integrating the Power Virtual Agent into Teams

12. Chapter 9: Serving Information from Various Sources

13. Section 4: Best Practices for Power Virtual Agents

14. Chapter 10: Power Virtual Agents Governance

15. Chapter 11: Power Virtual Agents Best Practices

16. Chapter 12: Power Virtual Agents Administration

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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...