Chatbots: Versatile helpers in the digital age to relieve the burden on customer service

Chatbots are computer-based programs that conduct human-like conversations. They help in customer support, e-commerce, and enterprise task automation to facilitate interactions between humans and computers.

With Microsoft Power Virtual Agents' generative AI capabilities, it's now easy to create AI-powered, multilingual chatbots. These bots can write and speak messages, and they can converse about any topic you give them, if the content is in the form of a website, for example. Bots you create with Power Virtual Agents can do things like answer frequently asked questions, solve problems, or perform tasks automatically. This saves time for your customers or employees, because the time-consuming maintenance of manually created conversation guides is no longer necessary.

Microsoft's Power Virtual Agents remains a leader in integrating artificial intelligence to deliver accurate and contextual answers to bot users' questions and concerns. As part of the Power Platform's Wave 2 2023 release, Microsoft is investing heavily in the latest developments in AI technology for Natural Language Understanding (NLU) and Large-Language Model (LLM) in Power Virtual Agents.

One particularly exciting innovation is the introduction of "Generative Answers" in Power Virtual Agents. This allows bots to find information from different places to answer users' questions. This works with the help of artificial intelligence. The answers are created automatically, without the bots' creators having to program in every single answer beforehand.

With this innovation, bots can use information from two particular sources:

• Content stored on SharePoint sites.
• Content stored in Microsoft Dataverse.

It is important to note that these sources only generate responses from information that the bot user also has access to. More information on this topic can also be found at Microsoft:  Power Virtual Agents - Copilot and AI innovation | Microsoft Learn

Do you have questions about the use of chatbots or the advantages of the Microsoft Power Platform? Contact our experts, we will be happy to support you!

TSO-DATA
David Eggenhofer
dynamics365[at]tso[dot]de
+49 (541) 1395-707