Empowering Organizations with Power Virtual Agents

Book description

Unleash the capabilities of Power Virtual Agents to provide actionable insights to your customers and employees using automated chatbot solutions

Key Features

  • Provide instant customer support on your webpages using Power Virtual Agents
  • Discover tips and techniques for the governance, administration, and deployment of chatbots
  • Build conversational solutions for your web apps, public portals, and Teams environment

Book Description

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.

What you will learn

  • Get to grips with Power Virtual Agents and understand the license requirement for using it
  • Deploy bots on public websites or web pages
  • Create conversational solutions for your organization using Microsoft Teams
  • Explore best practices for governance that are essential for implementing Power Virtual Agents
  • Explore different business scenarios for implementing Power Virtual Agents
  • Understand the integration between Power Virtual Agents and Microsoft Power Platform

Who this book is for

This book is for organization representatives looking to automate processes, relieve the first-contact workload of their front-line agents, and provide actionable results to employees and customers. Business professionals, citizen developers, and functional consultants will also find this book helpful. Familiarity with the Modern Workplace and the Dynamics 365 family of products will be useful. Beginner-level knowledge of Power Platform and its main modules will assist with understanding the concepts covered in the book more effectively.

Table of contents

  1. Empowering Organizations with Power Virtual Agents
  2. Contributors
  3. About the author
  4. About the reviewer
  5. Preface
    1. Who this book is for
    2. What this book covers
    3. To get the most out of this book
    4. Conventions used
    5. Get in touch
    6. Share Your Thoughts
  6. Section 1: An Introduction to Power Virtual Agents
  7. Chapter 1: Introducing Power Virtual Agents
    1. What is a chatbot?
      1. A condensed history of bots
      2. Malicious use of chatbots
      3. Fast forward to today
      4. Impact on organizations
    2. What is Power Virtual Agents?
      1. The developer role in the chatbot space
    3. How does Power Virtual Agents add value?
    4. How does licensing work for chatbots?
    5. Summary
  8. Chapter 2: Licensing for Power Virtual Agents
    1. Introducing the licensing and pricing structure
    2. Understanding Power Virtual Agents and the Power Platform
      1. Getting access to Power Platform
      2. Power Platform licensing expanded
      3. Imposed limits on Power Platform
      4. Managing Power Platform licensing
    3. Understanding Power Virtual Agents in Microsoft 365
      1. Dataverse database capacity
      2. Dataverse file capacity
      3. Dataverse log capacity
    4. Licensing considerations
      1. The scenario
      2. Estimating usage
    5. Summary
  9. Chapter 3: Building Your First Power Virtual Agent Chatbot
    1. Completing the initial setup
      1. Creating a trial tenant for an organization account
      2. Creating a PVA trial
    2. Knowing your environment
    3. Creating a Power Virtual Agent
    4. Publishing a Power Virtual Agent
    5. Summary
  10. Section 2: Leveraging Power Virtual Agents on Your Website
  11. Chapter 4: Creating a Power Virtual Agent for Your Website
    1. Introducing a PVA for your website
      1. The Greeting Topic
      2. The Thank you Topic
      3. The Start over Topic
      4. The Goodbye Topic
      5. The Escalate Topic
      6. The End of Conversation Topic
      7. The Confirmed Success Topic
      8. The Confirmed Failure Topic
    2. Description of the business scenario
    3. Extending our basic PVA
    4. A look at decision logic
    5. Guiding the conversation
    6. Summary
  12. Chapter 5: Integrating a Power Virtual Agent into Your Website
    1. Testing the agent in the default demo website
    2. Where can we introduce a Power Virtual Agent?
    3. How to present our Power Virtual Agent
    4. One Power Virtual Agent versus many
    5. Summary
  13. Chapter 6: Handling Authentication and Personalization
    1. Providing generalized information to users
    2. Providing a personalized experience to users
    3. Authentication considerations
    4. Leveraging various data sources
    5. Summary
  14. Section 3: Leveraging Power Virtual Agents in Teams
  15. Chapter 7: Building a Power Virtual Agents Application for Teams
    1. Description of the business scenario
    2. Creating a Power Virtual Agents application for Teams
    3. Summary
  16. Chapter 8: Integrating the Power Virtual Agent into Teams
    1. Where can we introduce a Power Virtual Agent for Teams?
    2. How to present our Power Virtual Agent for Teams
      1. Sharing a bot with your organization by submitting it for admin approval
    3. One Power Virtual Agent versus many
    4. Summary
  17. Chapter 9: Serving Information from Various Sources
    1. The role of connectors in a Power Virtual Agents conversation
      1. Working with static data
      2. Working with dynamic data
    2. Retrieving data using available connectors
    3. Retrieving data from other sources
    4. Summary
  18. Section 4: Best Practices for Power Virtual Agents
  19. Chapter 10: Power Virtual Agents Governance
    1. General governance considerations
      1. Governance in the context of the entire Power Platform
      2. Security management
      3. Monitoring approach
      4. Application(s) management
      5. Tenant, environment, and application hygiene
    2. Governance of Power Virtual Agents for the web
    3. Governance of Power Virtual Agents for Teams
    4. Summary
  20. Chapter 11: Power Virtual Agents Best Practices
    1. Design and build best practices
      1. Putting together the right team
      2. Providing measurable value
      3. Power Virtual Agents life cycle
      4. Understanding your licensing constraints
      5. Handing off to support agents
      6. Defining the success factors to monitor for
      7. Alignment with organization goals
      8. Managing your starter template
      9. Understanding the environments
    2. Implementing best practices
      1. Starting small and building up
      2. Creation of the first bot versus additional bots
      3. Topics structured around one unit of conversation
      4. Writing topic trigger phrases
      5. Setting the expectations
      6. Asking questions
      7. Handling long-running processes
    3. Managing best practices
      1. Reviewing analytics for continuous improvements
      2. Deleting bots
      3. Known issues and working around them
    4. Summary
  21. Chapter 12: Power Virtual Agents Administration
    1. Managing Power Virtual Agents
      1. Working with environments
      2. Data locations for organizations
      3. Assigning and managing licenses
    2. Enabling and disabling Power Virtual Agents
    3. Modifying Power Virtual Agents
    4. Monitoring the success of Power Virtual Agents
    5. Troubleshooting issues
    6. Summary
    7. Why subscribe?
  22. Other Books You May Enjoy
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Product information

  • Title: Empowering Organizations with Power Virtual Agents
  • Author(s): Nicolae Tarla
  • Release date: August 2021
  • Publisher(s): Packt Publishing
  • ISBN: 9781801074742