Botcore Bot Framework Archives - BotCore Enterprise Chatbot Fri, 15 Mar 2024 09:53:13 +0000 en-US hourly 1 https://wordpress.org/?v=6.6.1 https://botcore.ai/wp-content/uploads/2020/02/cropped-favicon-32x32-1-70x70.png Botcore Bot Framework Archives - BotCore 32 32 Leverage Microsoft Power Virtual Agents To Accelerate Your Crisis Response https://botcore.ai/blog/power-virtual-agents-crisis-response/ Thu, 30 Apr 2020 11:43:00 +0000 https://botcore.ai/?p=5519 Leverage Microsoft Power Virtual Agents To Accelerate Your Crisis Response As the world continues its struggle amidst the COVID-19 pandemic, the onus on staying connected with employees in an increasingly remote work environment is the utmost concern for businesses. They realize that ensuring the health and well-being of their employees is critical to improving the […]

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Leverage Microsoft Power Virtual Agents To Accelerate Your Crisis Response

As the world continues its struggle amidst the COVID-19 pandemic, the onus on staying connected with employees in an increasingly remote work environment is the utmost concern for businesses. They realize that ensuring the health and well-being of their employees is critical to improving the stability and productivity of all business functions, especially in times of crisis and isolation. The need to efficiently communicate, collaborate and stay productive has never been more important.

AI technologies like chatbots are playing a critical role in building a collaborative work environment during the world’s biggest remote working experiment. In addition, to the numerous ways chatbots drive business value e.g service desk management, HR automation, sales support etc., they can be life savers in times of crises.

Microsoft customers looking to accelerate their crisis response strategy should look no further and start implementing Power Virtual Agents – Microsoft’s low-code chatbot builder platform. However, before diving into the potential of Microsoft Power Virtual Agents in times of crises, let’s understand the solution itself.

What is Microsoft Power Virtual Agents?

Microsoft Power Virtual Agents simply put is a platform that enables anyone to build chatbots easily without coding or development experience. In fact, according to Techcrunch, “Microsoft Power Virtual Agents make building chatbots almost as easy as writing Word documents”.

Power Virtual Agents’ low-code interface enables anyone – from a regular business user to an experienced developer – to build and implement chatbots, and minimizes the dependence on IT and technical teams. The Power Virtual Agents platform was developed as part of the Dynamics family of products and was primarily built for customer support use-case. However, the chatbots built using it can be deployed for your internal customers or employees as well.

How can Microsoft Power Virtual Agents Accelerate Crisis Response?

1. Crisis Communication

In times of crisis and uncertainty, employees have several doubts about a variety of topics. Businesses receive a humongous amount of messages at an unprecedented rate through multiple channels. Chatbots built with Power Virtual Agents can answer crisis-related FAQ and  deliver critical information across multiple channels – social media, email, IVR, web or mobile chat etc. Repetitive questions related to remote work, public health information, companies policies etc. can be answered instantly 24/7.

Chatbots are essential not only because they answer FAQs of employees, but also for their ability to conduct human-like conversations – something very desirable when people are isolated and going through difficult times.

As a Microsoft Gold Partner, we’re helping customers deploy the Crisis FAQ chatbot built using Power Virtual Agents.

 

Power Virtual Agents

2. Streamline Internal Processes

As the crisis evolves, your organization might need to modify internal workflows or corporate policies. You might need a new leave management system or modified reporting process or a new cancellation tool. Once you deploy a chatbot using Power Virtual Agents, you can constantly update its skills to facilitate the new workflows. This way you don’t need to have new multiple apps or siloed processes.

3. Improve Productivity

It’s important to ensure your workforce is highly productive when they’re working remotely. In the past few weeks, we have seen IT help desks and HR teams in several companies struggling to manage the sudden unprecedented surge in issues and requests. Employees are being kept on hold for hours before their issue is resolved. Just imagine the loss of productivity. Chatbots act as the first line of support agents to address repetitive and low-value requests. They’re available 24*7 and can handle multiple requests simultaneously. If the chatbot is unable to handle a particular query, it can always hand over the conversation to a human agent.

This will allow your IT staff to focus on productive and proactive tasks. In the same way, your employees don’t have to wait for hours to get their issues resolved.

Learn More:

4.  Proactive Communication

Proactively communicate and update your employees about the changes in your company before they seek information – A chatbot lets you schedule alerts and push notifications with which you can keep employees informed about the state of the business. Thereby, you can build employee trust and let them focus on doing their work without worrying about the situation continuously.

Learn More: How Chatbots Are Helping The Fight Against The COVID-19 Crisis

5. Easier Access To Information

Quick access to information is imperative when employees work remotely. Chatbots built with Power Virtual Agents can be integrated with SharePoint intranets, business intelligence and LOB systems. From there, employees can access the information stored in these systems via natural language conversations with the chatbot. They don’t have to open or switch multiple apps to find information – a chatbot acts as their single point of contact.

Learn More:

Power Virtual Agent Botcore

Get Started

A chatbot’s range of applications, scalability, and ease of implementation are some key drivers for its adoption amid this crisis. With Microsoft Power Virtual Agents, organizations can build and deploy custom chatbots within days. The bots’ capabilities can be constantly updated with the changes in internal process and to solve emerging challenges posed by the pandemic.

We’re helping several organizations leverage Power Virtual Agents to deploy chatbots for crisis management, HR and help desk operations, and remote work support.

If you’d like to learn more about this topic, please feel free to get in touch with one of our chatbot experts for a personalized consultation. We’d also be happy to share our success stories and how we can help you implement Power Virtual Agents effectively.

You might also be interested in our COVID-19 Essential Apps Suite:

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]]> 9 Components Of A High-Performing Chatbot https://botcore.ai/blog/components-of-a-chatbot/ Wed, 22 Apr 2020 06:31:00 +0000 https://botcore.ai/?p=5439 9 Components Of A High-Performing Chatbot Chatbot conversations will deliver $8 billion in cost savings by 2022– Juniper Research Chatbots are being widely used by businesses. But what does it take to build a truly advanced and enterprise-grade chatbot? Let’s explore! Conversational UX An excellent Conversational UX is key to drive adoption and helps users […]

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9 Components Of A High-Performing Chatbot

Chatbot conversations will deliver $8 billion in cost savings by 2022
– Juniper Research

Chatbots are being widely used by businesses. But what does it take to build a truly advanced and enterprise-grade chatbot? Let’s explore!

Essential Components Of Chatbot

  • Conversational UX

An excellent Conversational UX is key to drive adoption and helps users reach their goal in the shortest time with maximum end-user experience. It enables bots to conduct human-like conversations.

  • Machine Learning

Machine learning algorithms enable chatbots to learn from previous conversations, and deliver better responses in the future.

  • Natural Language Processing (NLP)

NLP is a technological process that allows chatbots to understand the meaning behind users’ natural language inputs and then deliver relevant responses.

  • Sentiment Analysis

The technology with which chatbots can analyze users’ input text or voice and understand their emotions and gauge their mood.

  • Multilingual 

Multilingual chatbots are capable of understanding and conversing in different languages. This ability enables bots to cater to a wide range of audience across countries. 

  • Analytics & Administration

Chatbot platforms need to have an administration module in which you can track the bot’s performance, do maintenance activities and train the bot. 

  • RPA

By integrating with back-office RPA bots, chatbots can capture information from legacy systems that lack modern APIs and perform actions on behalf of users.

  • Voice Bots

The next-generation of enterprise chatbots are voice-based. Voice bots relieve users from having to use their keyboard or mouse to send messages.

  • Cognitive Abstraction

Using cognitive abstraction, chatbot platforms can leverage any AI service available today and will scale for future services.

Build A Modern Enterprise Chatbot!

Ready to get started with your conversational AI journey? Check out BotCore – an enterprise chatbot builder platform driven by AI! Learn how Fortune 500 companies are using chatbots to drive employee and customer experience. Visit www.botcore.ai

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If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

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]]> Amid COVID-19, How Are Chatbots Solving IT Help Desk Challenges https://botcore.ai/blog/how-are-chatbots-solving-it-help-desk-challenges/ Mon, 30 Mar 2020 11:03:00 +0000 https://botcore.ai/?p=5144 Amid COVID-19, How Are Chatbots Solving IT Help Desk Challenges The COVID-19 pandemic has been a serious wake up call for companies which put digital transformation and AI adoption in the back-burner. It made us all realize that adopting emerging digital and AI technologies is not so much an option but a necessity.  One significant […]

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Amid COVID-19, How Are Chatbots Solving IT Help Desk Challenges

The COVID-19 pandemic has been a serious wake up call for companies which put digital transformation and AI adoption in the back-burner. It made us all realize that adopting emerging digital and AI technologies is not so much an option but a necessity. 

One significant area where digital transformation has become critical is ITSM. In the past few weeks, we have seen IT help desks in several companies struggling to manage the sudden unprecedented surge in incidents, issues and requests. Some of our key observations include:

  • Incidents are continuing to grow as a large number of employees are trying to access different types of applications simultaneously and remotely

  • In order to maintain smooth operations, organizations are rushing to rollout critical business apps without proper testing. Once the issues are detected in the production environment, more incidents come up  

  • Incidents and requests range from simple ones like setting up VPNs, authentication issues to complex ones like accelerating the deployment of new digital initiatives to ensure business continuity

  • When troubleshooting end users’ issues with SaaS apps, it’s becoming difficult for service desks to determine whether the issue is related to the network connection, users’ equipment or the app itself

Ensuring that an IT helpdesk is running hassle free at all times has been an ongoing challenge for many enterprises even before this pandemic. Many of these organizations already face a shortage of help desk staff. And with the new unique challenges, the situation is becoming further overwhelming. Employees are being kept on hold for hours before their issue is resolved. Just imagine the loss of productivity.

How IT Helpdesk Chatbots Can Help?

A huge volume of requests are usually ‘basic’ or ‘simple’ questions that take a lot of time to answer. When most of your workforce is working remotely, the overhead on the helpdesk team to resolve such queries is huge.

One of the easiest ways to overcome these challenges is to deploy an IT Helpdesk Chatbot and enable self-service to employees.

A chatbot is not only a powerful solution to address repetitive and low-value requests but also super easy to deploy.

A chatbot will be available 24*7 on any device and can handle requests across the organization simultaneously. This will allow your IT staff to move away from a reactive environment where they are constantly putting out fires and focus on productive and proactive tasks.

Chatbots conduct multi-turn conversations (something most help desk requests involve) and guide users to resolve the issue through a series of steps.

In addition to solving simple requests and low-value tickets, chatbots are becoming increasingly intelligent to address several complex queries as well. The AI, NLP and ML integrated in a chatbot helps it learn from previous conversations, understand user intent better and deliver smarter responses.

When the chatbot can’t handle a particular query, it’ll handover the conversation to a human agent.

With low-code chatbot builder platforms like Microsoft Virtual Agents and BotCore, you can build and deploy a simple FAQ bot within hours and with limited resources! These chatbots also come with prebuilt connectors and easily integrate with your existing help desk platforms like ServiceNow, JIRA, Freshdesk etc.

Join Our Webinar: 

24/7 IT Virtual Agents – Supporting your remote workforce anytime & everywhere 

Benefits Of A IT helpdesk Bot

  • Easy and quick rollout

  • Seamless integration

  • Super fast responses 

  • Reduced cost per ticket and IT support costs

  • Improved productivity of help desk agents

  • Eliminate calls and emails: The bot acts as a single point of contact for help desk requests

  • 24X7 availability in both mobile and desktop devices

  • Real-time alerts

  • Enterprise level security

  • Employee self-service

Learn More: How AI Bots Can Revolutionize Enterprise Helpdesk? 

Key Capabilities To Look For In A IT helpdesk Bot

  • Incident Management

  • Incident notifications

  • Incident creation

  • Submit change requests

  • New change request notifications

  • Task notifications and notes

  • Outage Management

  • Sends outage alerts 

  • Displays real time outages

  • Sends outage reports

  • Security Management

  • Reset passwords for devices and network and generate tokens

  • Disable, wipe or suspend device

  • Real-Time Alerts

  • Access request notifications

  • Asset request notifications

  • Outage alerts

  • Authentication alerts

  • Human Hand off 

The chatbot should be intelligent enough to recognize situations where it can’t help the user and should hand over the conversation to an agent. As soon as the bot learns that a human intervention is required, it should present users with an option to “chat with an agent”. Once the user clicks the option, an agent takes over the conversation.

Learn More: Chatbots Human Handoff 

Get Started With A IT Helpdesk Chatbot

We are forced into the largest work-from-home experiment and many employees have little to no experience in adopting the new environment. Right from setting up their home offices, VPNs, to adopting video conferencing and collaboration apps, employees are facing a myriad of challenges and flooding the helpdesk with repetitive requests. An ITSM chatbot streamlines the helpdesk workflow, enables self-service and acts as a level-1 support agent.

If you’d like to learn more about this topic, please feel free to get in touch with one of our AI and ITSM experts for a personalized consultation.

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]]> Why are we excited about Power Virtual Agents? https://botcore.ai/blog/why-are-we-excited-about-power-virtual-agents/ Mon, 11 Nov 2019 18:30:00 +0000 https://botcore.ai/?p=4010 Why Are We Excited About Power Virtual Agents? At this year’s Ignite , Microsoft made several announcements related to conversational AI and chatbots. One of the key announcements that caught our attention is the launch of Power Virtual Agents as a part of Microsoft’s citizen development vision of Power Platform. Power Platform as you know had until now […]

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Why Are We Excited About Power Virtual Agents?

At this year’s Ignite , Microsoft made several announcements related to conversational AI and chatbots. One of the key announcements that caught our attention is the launch of Power Virtual Agents as a part of Microsoft’s citizen development vision of Power Platform.

Power Platform as you know had until now a few powerful tools like Power BI, Power Apps & Flow (now called Power Automate). With the addition of Power Virtual Agents, Microsoft is essentially connecting all their previous investments in these respective technologies. At the same time, addressing the key questions that many customers and partners had been inquisitive about: Where is Microsoft’s bot builder platform?

conversational AI & microsoft

With the launch of the Microsoft Bot Framework in early 2016, Microsoft paved the way for customers and vendors alike to start experimenting and developing chatbots. Simply put, Bot framework is an SDK and coupled with the Azure Bot Service and Cognitive Services like LUIS and QnA Maker using which developers can build some pretty cool chatbots. However, bot building is yet regarded as technical & complex. To bridge this gap and democratize bot building, solutions like BotCore were developed that put the business analyst or the power user in the driver seat.

With Power Virtual Agents rollout, we are comprehending that all these investments that Microsoft has done since 2016 are all coming together. Not to any wonder, Bot Framework and other cognitive services which are used to enable chatbots forms the foundation of Power Virtual Agents. The building experience is however very simple. This platform doesn’t necessitate an understanding of concepts like intents, utterances, entities etc. which every bot developer and trainer swear by. A power business user can go from zero to a working bot in a matter of minutes!

experiments with power virtual agents

One thing that is true with any chatbot rollout is to fail faster and keep trying. Chatbots can be used to automate a lot of different areas. However, if you choose a use case that happens to complicate the end-user experience or make it difficult for a user to get the job done – your chatbot adoption is at stake!

Once you identify a process or area that can be handled by a chatbot, using Power Virtual Agents, you can quickly create, test and deploy the agent to your users. Call it a PoC or MVP or Pilot or anything else that assures your users that there will be more improvements going forward. This helps you to test the waters before embarking on a larger enterprise-wide journey that would take more time and effort.

areas of employee support within the enterprise

Power Virtual Agents platform was developed as part of the Dynamics family of products and was primarily built for customer support use-case. However, the chatbots built using it can be deployed for your internal customers or employees as well. The whole notion behind chatbots is to offer quick front office or L1 support, effectively eliminating or reducing low-value requests that come into your contact centre or helpdesk.

Few of the areas, where we see Power Virtual Agents being used within the enterprise are:

  • IT Support

    • FAQ

    • Self-help and troubleshooting

    • Triaging a problem before creating an incident or request in ITSM tools

  • HR Support

    • FAQ

    • Automating simpler processes like time-off

    • Displaying & validating employee information like contact details etc. from HRIS

  • Compliance

    • FAQ

    • Guided dialog conversations to help identify the right action to be taken given a situation

  • Finance

    • FAQ

    • Requesting for payroll or benefit related information

integrating power virtual agents with enterprise apps

If you have seen or used Microsoft Flow (Power Automate) before, you are in business! That’s because Power Virtual Agents can seamlessly connect with Power Automate flows to integrate with a wide variety of enterprise applications.

Few examples of integrations that you can use today are:

  • SharePoint, OneDrive, Outlook, etc

  • Dynamics 365

  • Salesforce

  • ServiceNow

  • Freshdesk

  • Zendesk

  • Workday HCM

  • Box

  • DocuSign

  • Jira

And many many more…

making power virtual agents accessible to your employees

At the time of this writing, Power Virtual Agents can be deployed on a variety of different messaging applications.

Power Virtual Agent Dashboard 1024x576

What’s exciting us the most is the ability to launch an agent on Microsoft Teams on the click of a button!

Once you build your agent, you can enable it on Teams and get your pilot group to start using and testing the bot. With any chatbot, the crucial step is to collect lots of feedback from your pilot or early users before you go to a larger audience.

securing your power virtual agents

This part is a bit technical as it does involve some knowledge of Active Directory. However, once you have the configuration in place, you can protect your sensitive data and transactions by ensuring that an employee is properly signed in before the dialogue is executed.

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conclusion

With Power Virtual Agents, any enterprise with Office 365 can start building chatbots to automate a wide variety of use cases. Something that was once considered as the complex is now democratized – true to Microsoft’s mission of empowering every person and every organization to achieve more.

With this level of proliferation of chatbots within an enterprise, we see that the transition from apps to conversational bots is all set to increase in pace. Many enterprises are using Acuvate’s BotCore for a similar end.

BotCore is a chatbot middleware and aggregation platform that helps customers to build virtual agents and, as well, connect existing bots within a single enterprise persona. Together, Power Virtual Agents and BotCore can aid in an AI-driven Digital Transformation within the enterprise. At Acuvate we are looking forward to automating and solving complex enterprise problems with our customers using Power Virtual Agents!

Read more: A Buyer’s Guide To Choosing The Best Chatbot Builder Platform

If you’d like to learn more about this topic, please feel free to get in touch with one of our experts for a personalized consultation.

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]]> Chatbots Glossary – 35 Terms You Need To Know https://botcore.ai/blog/chatbots-glossary/ Wed, 15 May 2019 12:26:00 +0000 https://botcore.ai/?p=5453 Chatbots Glossary – 35 Terms You Need To Know Chatbots have gone so mainstream that most people know what they are and their various applications. However, not many people can talk fluidly about it without asking for explanations on certain concepts. Here are a few chatbot-related terminologies that can help change that. These terminologies will […]

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Chatbots Glossary – 35 Terms You Need To Know

Chatbots have gone so mainstream that most people know what they are and their various applications. However, not many people can talk fluidly about it without asking for explanations on certain concepts. Here are a few chatbot-related terminologies that can help change that. These terminologies will definitely help people to share chatbot-related ideas and information more effectively. Let’s begin!

1. Artificial Intelligence (AI)

AI is a branch of computer science that enables systems to perform tasks that typically require human intelligence. In regards to chatbots, AI helps them conduct more meaningful and intelligent conversations. 

2.  Aggregator Bot

An aggregator bot is a centralized chatbot which unifies multiple individual chatbots together and prevents the challenges  that arise due to fragmentation of chatbots across functions.  

3. AI agnostic bots

AI agnostic bots don’t leverage AI to deliver responses. They interact with users based on a set of predefined rules.  They can’t answer any questions outside of these rules

4. Broadcast

Broadcast is a message that is sent to all the users interacting with any of the organization’s chatbots irrespective of the channels.

5. Channel

Channel is an authorized medium for the chatbot-user conversation. For e.g.: Skype, Facebook Messenger, SMS, web chat window, and email etc.

6. Chatbot building platforms

A chatbot builder platform is a toolset with which you can quickly and seamlessly build, deploy and manage custom AI chatbots for your enterprise. 

7. Chatbot Framework

A bot framework is a toolset which helps you develop chatbots with predefined functions and classes. Frameworks are usually used by developers as they involve some programming or coding.

Learn More: Comparing The Top Bot Development Frameworks 

8. Chat Log

Chat Log is the history of the entire recorded human-to-chatbot interaction.

9. Compulsory Input

Compulsory Input is a piece of information that the user has to provide before they can move on to the next stage of the conversation. They usually are Order Tracking Number, Employee ID, or Date of birth etc.

10. Context

Context is the chatbot’s understanding of the scenario provided by the user.

11. Conversational User Experience (CUX)

CUX is the quality of the interaction between humans and computers, which can be in the form of chat, voice, or any other media. An excellent conversational UX helps users reach their goal in the shortest time with maximum end-user experience. 

Read More: A Quick Guide To Creating An Conversational User Experience  

12. Conversational User Interface (CUI)

CUI enables the user to interact with a computer in a more social manner via messages, and conversations. It is a major change from traditional interfaces which involve syntax-based commands or clicking elements.

13. Corpus

Corpus refers to all the stored information about a particular Intent.

14. Decision Tree

With Decision Trees, chatbots help users find what they’re looking for.  Using a step-by-step process, they help identify the right answer to the user’s question in a conversational way. The initial question in the question acts as the “root” of the tree. 

15. Deployment

Deployment is the process of putting a chatbot in a communication channel where it can start interacting with the user.

16. Entity

Entity is the data that can be extracted from the Utterance. Common entities include names, organizations, places, and quantities.

17. Fallback

Fallback is the case in which the chatbot doesn’t understand the user’s context. It can be handled with a default answer that admits failure, specifying that the chatbot is still learning.

18. Human Handoff

Handoff refers to the scenario in which the conversation is transferred from the chatbot to a human agent. This usually happens when the chatbot is unable to handle the complexity of the conversation, or due to the preference of the user.

Read More: Human Handoff In Service Desk Bots 

19. Intent

Intent refers to the goal the user has in mind when asking a question or sending a comment. Identifying user intent is critical to a chatbot’s success.

20. Knowledge Base

Knowledge base is essentially the brains behind the chatbot. It equips a chatbot with the information it needs to deliver the right responses

21. Live-Ops

Live-ops refers to the live chat by a customer service agent. Chatbots can be configured to transfer the conversation to a live agent if the bot is unable to deliver a satisfactory response.  

22. Machine Learning

Machine learning enables chatbots to learn from the past user conversations and deliver personalized and better responses in the future.

23. Maintenance

Maintenance means analyzing the new learnings and actions of the chatbot.

24. Multi-factor Authorization (MFA)

MFA refers to the use of more than one method to authenticate a user’s identity.

25. Multilingual Chatbot 

A Multilingual Chatbot allows enterprises to converse with users speaking various languages. They are capable of conversing in multiple languages – not just translation.

Learn More: Multilingal Chatbots: Benefits And Key Implementations 

26. Natural Language Processing (NLP)

NLP is a technological process that allows chatbots to derive meaning from user input, either text or voice-based, and then act on it.

27. One-time Authorization

One-time Authorization is the process of validating the user’s identity for only one session.

28. Optional Input

Optional Input is a piece of information the user gives to the chatbot, that is not crucial to the conversation.

29. Quick Replies

Quick Replies are the suggestions that appear after a chatbot’s response, which prompts the users to continue the conversation as per the predesigned pathway. They can be questions, answers, or assertions, depending on the conversation flow and voice tone.

30. RPA Bots

RPA bots refer to the integration of front office chatbots with back office RPA software. This enables end-to-end automation and chatbot integration with legacy systems.

Learn More: RPA Bots: Understanding The Chatbot And RPA Integration 

31. Sentiment Analysis

Sentiment analysis helps a chatbot to understand the emotions and state of mind of the users by analyzing their input text or voice.  

Learn More: Understanding The Role Of Sentiment Analysis In Chatbots 

32. Session

Session is the time period of the interaction between the user and the chatbot.

33. Training Phrases

Training Phrases are the simplified and annotated sentences used to train the Machine Learning algorithm of chatbots. They are associated with an Intent and mapped through Entities, helping the algorithm learn and improve.

34. Utterance

Utterance is the input provided by the user during a conversation with the chatbot. They are different from Training Phrases since they are spontaneous.

35. Voice Assistants 

Unlike chatbots which converse with users via text, voice assistants or voice bots interact with customers and employees via voice. Amazon Alexa, Microsot Cortana, Google Assistant are some examples of voice assistants. 

Learn More: How Voice Assistants Are Transforming The Enterprise Workplace? 

While these are some key chatbot terms you need to know, there are many others that are equally important.

If you’d like to learn more about this topic, please feel free to get in touch with one of our enterprise chatbot consultants for a personalized consultation.

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