At first glance, Power Virtual Agents' chatbots look and behave like other chatbots you may have seen when looking for a certain kind of customer support. Users ask questions by typing in plain language, just like any real-life conversation, and the chatbot normally replies with a conversational response, hopefully steering the user towards a successful resolution of their issue with just a few messages. What makes Power Virtual Agents so different -- and so powerful -- happening behind the scenes.
Power Virtual Agents can handle the entire chatbot development life cycle, starting from the dialog creation to the deployment of the virtual agent to a channel like Slack, Skype, Teams, etc. This service is also integrated with the other tools within the Microsoft Power Platform such as Power Automate. Based on the user's replies, the virtual agents are capable to trigger any workflow from the Power Automate and get the job done as intended.
In addition to the above, the Power Virtual Agents are also able to leverage the Microsoft LUIS service to enhance the user experience by introducing natural language understand features into the virtual agents. You can also build a FAQ bot by using the QnA Maker and deploy your bots to any channels that you need.
Here's a good example..
A client used Power Virtual Agents to create a personal digital assistant for his employees. This assistant helped with a wide variety of tasks, from onboarding and scheduling to managing benefits and getting IT help. The company's workers juggle many things at once, balancing day-to-day tasks, meetings, projects, and deadlines. But a siloed array of workplace applications -- from communications, to files, to HR solutions -- meant that workers often had a disjointed experience that decreased productivity.
Power Virtual Agents empowered the company to create a single solution that integrated well with their entire ecosystem. With their new digital assistants, workers can now schedule a meeting, update their timecard, make benefit selections, and get employee information -- all from a single chat interface embedded in the employee portal, also available on iOS and Android.
And because it's powered by Power Virtual Agents, the digital assistant is easy to update with new topics and fresh content. There's no need to build and train new models for every new topic being added.
Some other ways that Power Virtual Agents bots have been used include:
- COVID-19 infection rate and tracking information
- Sales help and support issues
- Opening hours and store information
- Employee health and vacation benefits
- Common employee questions for businesses