Microsoft Power Platform Archives - BotCore Enterprise Chatbot Fri, 15 Mar 2024 09:37:10 +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 Microsoft Power Platform Archives - BotCore 32 32 Deliver Total Experience With Microsoft Power Virtual Agents https://botcore.ai/blog/total-experience-with-microsoft-power-virtual-agents/ Thu, 11 Aug 2022 12:18:02 +0000 https://botcore.ai/?p=10556 Deliver Total Experience with Microsoft Power Virtual Agents With multiple technologies working together to decipher the language, context, and intent to respond in an almost human manner, Conversational AI has seen staggering growth in the last few years. 70% of the world’s white-collar population has adopted it as a way of life. Today, organizations worldwide […]

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Deliver Total Experience with Microsoft Power Virtual Agents

With multiple technologies working together to decipher the language, context, and intent to respond in an almost human manner, Conversational AI has seen staggering growth in the last few years. 70% of the world’s white-collar population has adopted it as a way of life. Today, organizations worldwide are using chatbots, among other technologies, to meet employee and customer experience needs and deliver what Gartner calls Total Experience (TX).

Microsoft Power Virtual Agents is one such intelligent no-code solution that allows businesses of all sizes to create chatbots to engage with customers and employees. This bot-builder is part of the Microsoft Power Platform that gives it access to powerful technologies, making it a compelling tool for your business.

What is Power Virtual Agent?

At its core, Microsoft Power Virtual Agents provides the building blocks for customizable AI chatbots. It allows businesses to stay connected to customers, employees, and other intended users 24×7, answer queries in real-time and improve self-service capabilities through company websites or employee platforms. Eventually, chatbots designed on Power Virtual Agents reduce the workload on CX, HR, and IT helpdesk teams.

Easy to customize for the unique needs of each business, Power Virtual Agents do not depend on high-end resources like data scientists and developers. This allows any business user, even in smaller firms, to build bots that deliver the same interactivity and experience as large brands. In addition, Power Virtual Agents is available as a standalone application on the web or as an app within Microsoft Teams, giving businesses the flexibility on where they choose to deploy it.

Power Virtual Agents vs. other bot builders – what's the difference?

With conversational AI becoming the new norm for TX, many fly-by-the-night bot builders are available. But none with the nuances and ease of use of Power Virtual Agents.

Some features that differentiate Power Virtual Agents include –

1. Ease of use and cost-effectiveness

Power Virtual Agents allows the bot to be built quickly without any high-end resources or skills. With its no-code, intuitive UI, PVA is perfect for users with little or no technical capabilities and advanced developers. In addition, the pre-built drag-and-drop features supported by Microsoft Power Automate make this no-code process easy to deploy.

2. Deep customization

Business can integrate their relevant processes with Power Virtual Agents with pre-built connectors. This allows them to quickly customize and deploy bots on your website, social media, and Microsoft Teams, among other platforms, to engage with the end-user in various contexts.

3. Simple escalation hierarchy

Power Virtual Agents addresses low-level requests, freeing up customer service resources. But it also enables the bot to flag a concern that needs live, human intervention. Ultimately, this means a quick resolution of customer or employee queries despite lean dependence on person-hours.

4. Performance monitoring

The inbuilt data-driven insights and AI-enabled analytics allow for real-time monitoring of the chatbot’s performance. This ensures continuous learning and improvement in a company’s conversational AI experience.

5. Real-time adaptation

The Microsoft Azure machine learning capabilities inherent to PVA allow the chatbots to adapt to real-time situations and deliver accurate responses. This ensures that your bot is almost human-like in its response, making the experience more personalized for the customer.

6. Round-the clock-customer support

No more waiting for opening hours! Chatbot’ agents’ can now be available for end-users in a time-zone agnostic manner. So, whether your employee wants information on healthcare insurance at 2 am during an emergency or your customer asks WISMO at midnight, you can rest assured that they will get the answers they need.

The evolution of Power Virtual Agents

As recently as May 2022, Microsoft announced many transformative new features that make Power Virtual Agents more potent than ever. According to Microsoft, the new and improved platform unifies the sophistication of Microsoft Azure Bot Framework Composer’s pro-code capabilities with the simplicity of the existing low-code platform. Simply put, Power Virtual Platform now allows professional developers and subject matter experts to work collaboratively to build a bot on the unified Microsoft Bot Building Studio. An additional feature will enable it to go from a simple bot-builder to a complete suite of interactive voice response (IVR) builder. This is made possible by incorporating an end-to-end backend support framework for telephony. It now also includes the agility of Power BI, which helps with data visualization, self-service analytics, and data protection.

This evolution is built around four main themes:

1. Unified bot building to leverage the true potential of the Microsoft stack

With the new single unified bot building studio, Power Virtual Agents now incorporates-

  • The advanced functionality of Bot Framework Composer with the bot-building experience of Power Virtual Agents.
  • Deep integration of Bot Framework Composer and Microsoft Cognitive Services, allowing professional developers and domain experts to collaborate easily in building powerful conversational bots and IVRs.

2. Advanced authoring for richer experiences

With this new feature, Power Virtual Agents now delivers –

  • Richer conversations with integrated multi-media response support through images and video sharing, adaptive cards, and quick response capabilities
  • Data storage, reuse, and transformation for professional developers. Made possible by the use of the Power FX editor to connect to the custom API via the Microsoft Power Platform connectors, elicit a response, resolve it into its parts and ultimately transform the information for use within the conversation
  • Reaction to events with contextual responses. For example, for a product delivery query, any system information on delivery updates will trigger the bot to respond with “Your product will reach you soon.” or “Your product is in transit in X location.”
  • Logic using variables, loops, and advanced conversational flows to make the interaction as close to mimicking a human interaction as possible

3. Seamless Fusion Teams collaboration

According to Gartner, 84% of companies have set up Fusion Teams, i.e., multi-disciplinary teams of technology and other experts. Power Virtual Agents now allows the collaboration of these Fusion Teams in the bot-building process, with features like multi-authoring and commenting that is similar to the MS Office experience. So, for example, your bot-building process can now have technology and psychology experts working together to deliver the most humane conversation AI experiences to your customers and employees.

4. IVR and Telephony for multichannel conversational AI support

Power Virtual Agents has progressed from a simple bot builder to an end-to-end IVR builder. Now, all businesses need is a phone number and a bot published on the back of it. And the next thing you know, your customers are engaging with your bot on the phone! This not only reduces customer service workload but also addresses delays in response times for the customer. More importantly, it makes conversational AI more inclusive, bringing elderly users into its fold who are more comfortable with phone conversations than with web- or platform-based chatbots.

How businesses are deploying Power Virtual Agents with Acuvate

With conversational AI becoming a must-have for organizations, Acuvate and Microsoft have delivered humane, sentient, and genuinely effective chatbots across the TX spectrum with Power Virtual Agents.

Some of the use-cases include –

1. Employee assistant chatbots

Using the latest features of PVA, Acuvate built Employee Assistant Chatbots to answer employees’ FAQs. This bot deployment was highly effective and helpful during the last two years of remote work and COVID concerns.

The chatbot can –

  • Issue COVID-related information, including insights from official sources, preventive measures and tips, COVID-19 health checks for employees, etc.
  • Deliver company-specific information, including advisories, news from the organization, and emergency contact details.
  • Act as an HR helpdesk, answering employees’ HR-related queries with minimal human intervention.

Yet another example of HR chatbots for employee experience include a turnkey project that Acuvate delivered for Neptune Energy, a large energy company that wanted to streamline its HR information seeding. With the sentient HR Handbook Bot built in a record two weeks using Power Virtual Agents, Neptune’s employees now have instant information and answers on terms and conditions, rewards and benefits, policies and procedures, and offshore employee guidance. Click here to read more about the success of Neptune’s HR Handbook Bot.

2. Customer support chatbots

No matter the size of your organization, ease of customer query resolution is always top of mind. Power Virtual Agents enables customer support automation with no-code capabilities. So, your customer support is up and running quickly and customized to deal with queries specific to the nature of your business. Simple questions like – ‘what are your working hours,’ ‘how soon can I expect my order to be delivered’ or ‘I need help to understand the refund process for the item I wish to return’ – can be easily programmed to be quickly dealt with by your chatbot. The system will flag queries beyond its scope and escalate seamlessly to a human agent wherever necessary.

3. IT helpdesk

IT-related issues can be aggravating, especially for employees working remotely. For example, imagine you are on a project deadline, and your system shuts down for unforeseeable reasons. When you call your IT Helpdesk, you are guided through all the possibilities of addressing the situation with automated IVR. If the matter is resolved, the ticket can be satisfactorily closed. If not, it can be escalated to a live helpdesk agent. This is how seamless and cost-effective Power Virtual Agents can make your IT and query resolution process.

Begin your chatbot journey with the next-gen Microsoft Power Virtual Agents

67% of consumers worldwide have interacted with a chatbot in the last 12 months, with an estimated 57-fold increase by 2025.

It is not too late to begin your conversational AI journey. Acuvate is ready to walk you through this process and help you achieve the maximum effectiveness from your Power Virtual Agents investment.

Talk to our experts today.

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]]> Why The Future Of Chatbots is Low-Code https://botcore.ai/blog/low-code-chatbots/ Fri, 15 Jan 2021 10:33:00 +0000 https://botcore.ai/?p=7476 Why The Future Of Chatbots is Low-Code Gartner predicts, Low-code application building would gather more than 65% of all app development functions by the year 2024. The COVID-19 pandemic has disrupted the entire business landscape and compelled businesses to face never-seen-before challenges and develop new workflows. Moreover, an increasing focus on the digitization of the […]

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Why The Future Of Chatbots is Low-Code

Gartner predicts, Low-code application building would gather more than 65% of all app development functions by the year 2024.

The COVID-19 pandemic has disrupted the entire business landscape and compelled businesses to face never-seen-before challenges and develop new workflows. Moreover, an increasing focus on the digitization of the industry drove up the demand for text and voice-based bots that automate day-to-day operations and deliver exceptional customer support.

With the IT department dealing with massive resource scarcity and struggling to develop apps for various business problems, enterprises started looking at smart solutions that allow people with little or no coding knowledge to quickly deploy AI-powered bots for a host of business use cases. No wonder many organizations turned to low-code app development platforms (LCAPs).

Low-code platforms are indeed the future of chatbot development. So, what’s a low-code app development platform? A low-code application platform, or an LCAP, is an interactive platform that leverages a visual interface, such as drag-and-drop tooling and pre-configured templates, to empower users to develop and deploy professional-grade bots within days.

Let’s explore further.

Benefits of building chatbots on a low-code platform

1. Infuses agility

The first and foremost advantage of low-code development is the agility that it allows in business operations because a) it’s quicker to build bots with pre-built modules and templates in a visual interface, b) employees, who are experts in their domains, can easily develop and refine their bots without the need to explain their ideas to others (coders). Research has shown low-code platforms can potentially reduce development time by up to 90%.

2. Reduces development costs

Hiring skilled developers proves heavier on the cost side. Low-code solutions require little or no coding knowledge, so professional and citizen developers alike can quickly build and deploy any app, making it economically viable to create intelligent chatbots for different business use cases, including service desk management, IT helpdesk, HR automation, etc.

3. Allows flexible integration

Low-code app development platforms allow integration with various SaaS-based and on-premise enterprise systems, helping organizations get a single-window view of their data.

4. Encourages innovation across functions and levels

Since low-code platforms enable domain/subject-matter experts to collaborate, develop, and customize their bots, they democratize innovation by not restricting it to a core team or group of individuals.

Seven low-code development tools for chatbots

1. Power Virtual Agents

Power Virtual Agents (PVA) is a Microsoft software-as-a-service (SaaS) offering in the low-code app development space. Microsoft’s Cloud services host the application; hence PVA significantly reduces the need for a conducive environment to deploy and maintain the bots.

Bot Framework and Azure Bot Service and Cognitive Services form the SDK to build chatbots using a guided, no-code visual interface, allowing citizen developers to build and deploy chatbots quickly. PVA greatly reduces the need to have the infrastructure to maintain and deploy chatbots as Microsoft’s Azure Cloud Services does all the heavy lifting of providing a conducive environment to host the application.

Read More: Power Virtual Agents & Power Automate – Truly Powerful!

2. Chatfuel

Chatfuel is a leading low-code chatbot development platform for Facebook Messenger. Chatfuel supports many languages and allows integration with several third-party apps.
Chatfuel’s built-in guides and predefined bot templates help create bots for automated customer support and sales and marketing activities easily. An analytics dashboard allows users to monitor and analyze several business and chatbot metrics.

3. FlowXO

FlowXO enables users to build both simple and complex AI bots and connect them to more than 100 different cloud apps. FlowXO provides a visual flow editor, supports multilingual chatbots, and allows integration with popular apps, such as Facebook and Slack. Other features include the ability to send emails and attachments and build chatbot widgets for websites.

4. Botsify

Botsify uses an easy-to-navigate drag-and-drop interface that enables users to build template designs for chatbots. Botsify’s chatbots are used by well-established companies, including Apple and Shazam.

The bots integrate with services, such as WordPress, Alexa, ZenDesk, Google Sheets, etc., and can collate user information, track sales leads, and automate sales chats.

5. BotKit

With a semantic chat interface, BotKit’s chatbots imitate human conversations. The platform boasts interesting features like a visual conversation builder and open source libraries.

Other features include activity monitoring, detailed statistics, and flexible API integrations.

6. TARS

TARS is another low-code bot-building platform that democratizes the process of building chatbots with pre-built templates that are easy to edit and customize.

Other exciting features of the platform include – integration with Zapier, file and image upload, custom branding, API integration, and the option to export data to Excel/CSV.

7. BotCore

At Acuvate, we help clients build and deploy AI-enabled chatbots quickly with our low-code enterprise bot-building platform called BotCore.

Fully deployable on Microsoft Cloud, BotCore’s graphical interface with drag-and-drop functionality, pre-built templates, and an integrated Knowledge Graph consisting of multi-functional nodes enable professional and citizen developers alike to create and deploy chatbots in a matter of days.

Some of the powerful features of BotCore include –

  • BotCore leverages Message Definition Language (MDL) to define bot responses
  • Technologies like natural language processing (NLP), natural language understanding (NLU), and machine learning enable our bots to understand the context, learn from past conversations, and respond to users in a human-like manner.
  • Seamless agent handover capability allows bots to handle simple requests while escalating the more complex ones to human agents when needed.
  • BotCore will enable clients to build multilingual bots that can be deployed across various channels, giving users a seamless omnichannel experience.
  • Our bots can aggregate the best of Microsoft technologies, including LUIS bots, Power Virtual Agents, QnA Maker bots, and other third-party bot applications.

To know more about BotCore, feel free to schedule a personalized consultation with our chatbot experts.

Further Reading:

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