Power Virtual Agents

As part of its Power Platform, Microsoft allows you to create customisable AI-powered agents that respond to internal and external requests in real time, wherever you interact with customers. Best of all, they require zero code and little to no intervention from your customer service team. So, how do you get started? Let’s explore all you need to know about Microsoft Power Virtual Agents and the benefits for your business.

What is Microsoft Power Virtual Agent?

Microsoft Power Virtual Agent is part of the Power Platform. It allows you to create and build AI chatbots designed to handle employee and customer requests across various platforms. These can include social media, websites, communication platforms such as Microsoft Teams, or anywhere else you interact with customers.

Essentially, you create virtual agents to chat with customers and respond to their queries. They can answer common questions, solve problems, and automate routine processes around the clock, in real time. As a result, this frees up your teams’ time to focus on more business-critical projects, leaving time-consuming customer queries and manual tasks to AI bots.

Features of Power Virtual Agents

Microsoft Virtual Agent comes with various features designed to make it easy for your business to use, build, and integrate into your services. This includes the following:

No code – Bots can be configured without the need for code, so anyone in your organisation can easily build and create them in minutes.
Personalised conversation – Virtual agents learn to create personalised and natural conversations to deliver high-quality customer service and ensure queries are resolved quickly and easily.
Pre-built connectors – Microsoft Virtual Agent offers hundreds of pre-built connectors to make bots easy to build and customise across your platforms, plus the ability to build more complex scenarios to meet your specific requirements and customer requests.
Performance monitoring – AI bots study behaviours to evaluate the success and performance of individual requests and identify where changes may be needed. You can monitor performance easily using the built-in dashboard.
Multiple languages – The power platform is available in multiple languages, so you can build bots specific to your location or business needs.

Benefits of Microsoft Power Virtual Agent

Easy to build

Microsoft Virtual Agents require no code, so someone with fewer technical capabilities can easily build a service bot by entering key trigger phrases and customer responses. There’s less strain on existing resources, as teams won’t need to spend extensive time building, creating, and customising bots. You also won’t need to employ additional IT services or data scientists to help you. Due to the platform not requiring code for the build, creating bots to handle more complex queries is quick and easy.

Smooth integration

Microsoft Power Platform is collaborative and designed to be integrated into other Microsoft services. You can easily integrate bots within apps like Microsoft Teams, as well as social media platforms, websites, and mobile apps.

Relieves pressure on teams

AI bots are essentially another customer service team. They handle requests and solve customer queries without human interaction, so your team can focus their time elsewhere. If necessary, they can automatically escalate requests to live agents for additional assistance, so your customer service team only needs to respond when absolutely needed.

High level of customer service

AI bots use machine learning to understand and respond to queries. However, they also track behaviour over time to identify and respond to new customer requests, adapting responses to help solve queries effectively. As a result, they continually provide a high level of customer service with minimal input from your teams.

Offers 24/7 support

Virtual agents are available across time zones and around the clock to help customers 24/7. Even after your business is closed for the day, AI bots can continue answering customer queries, ensuring they receive fast and efficient responses.

Why Choose Fabric IT as your Power Virtual Agent Provider?

Microsoft Power Virtual Agent is fully customisable to your business. While this gives you complete control and flexibility over how your bots work, it can also feel daunting knowing where to start. So, we’re here to help.

At Fabric IT, we work with your business one-on-one to understand what you need from Microsoft Virtual Agent, with expert guidance on building, managing, and integrating your customer service bots. As a Microsoft Gold Partner, we’re on hand to guide you through the entire process from start to finish, ensuring your Power Platform is scalable to grow with your business. If you’re ready to launch your Power Platform solution, contact our experts on 01624 443 110.