Watch this video to learn how Utilities organizations can use Microsoft Dynamics 365 and Power Platform to digitally transform and drive better business outcomes.
Today’s post is the second in a two-part series dedicated to exploring Microsoft Power Virtual Agents. In the first post, we focused on what Power Virtual Agents is and what it can do. Today we’ll examine the difference between Chatbots and Intelligent Chatbots, as well as how Artificial Intelligence (AI) can elevate chatbot capabilities and improve the user experience.
Let’s start with a couple of basic definitions to lay the groundwork for our discussion:
Bots (both standard and intelligent) interpret the user’s input and return the most relevant answer available in the form of:
Microsoft Power Virtual Agents (PVA) is an extremely intelligent chatbot that is revolutionizing customer service delivery, particularly because PVA is a low/no-code application.
In Microsoft’s own words, “Our mission is to democratize conversational AI, empower every individual and every organization on the planet to easily build, manage, and use intelligent bots—all without requiring any coding or AI expertise. To realize this vision, we will continue to introduce advanced AI capabilities in Power Virtual Agents, allowing bots to improve without any maker intervention.”
Through AI and continuous learning, every PVA conversation makes the next one better. For example, based on responses to “did you mean?” questions and “showing results for…” statements used when there was no exact match, the bot learns and improves. Eventually, it would need to ask clarifying questions – it will simply provide the answer to the question it knows you intended to ask! And the more users the better, because the learning occurs exponentially faster when the bot is being fed messages from a wide range of users.
Through the course of conversations with users, PVA bots remember and reuse information provided earlier to enhance and personalize future conversations. For example, if a user mentions their name, email, or zip code, these properties are stored and leveraged in later conversations without having to re-prompt the user. The next step in the evolution of PVA bots is to begin leveraging data stored in Microsoft Dataverse or populated by other apps (e.g., Portals or Dynamics 365 Customer Service) as context variables to improve personalization and conversational fluidity.
And that’s how Power Virtual Agents is making chatbots intelligent. Once again, please revisit our first installment in this two-part series, where we explored the basics of PVA. Also, we invite you to learn more about taking Power Platform to the next level in your organization. Happy PVA’ing!