Notes on the Power Virtual Agent in a day lab

Microsoft recently also released a Power Virtual Agent in a day and I decided to give it a try. Power Virtual Agents are one of the components in the Power Platform which allow you to built intelligent chat bots without any coding or AI experience.

Since Power Virtual Agents are built on the Power Platform and the Azure Bot Framework you still have the option to extend the capabilities to suit your organisations needs.

Some notes on the Power Virtual Agent lab:

• The creation of a virtual agent or bot is super easy and intuitive with a simple graphical interface for authoring the logic  that will drive your bots. The authoring canvas for the conversation tree has a great user experience and enables non-developers to create a powerful chatbot experience.

• After you import the SolutionPowerVirtualAgentInADay.zip solution file, you will need to reconfigure the connections in the different Power Automate Flows - to do this you will need to use the unique name of the CDS instance - so if you have used a Dynamics CRM instance you can not use the readable name - don't forget to add the region shorthand as well.
• If you are familiar enough with Dynamics 365 and/or Power Platform you will be able to complete the labs in a couple of hours.
• The built-in integration with Power Automate allows you to leverage the over 250+ external services and systems so the only limit is your imagination.

• To try out transferring a chat bot session to a human agent, the easiest option is to use Omnichannel for Customer Service (See Setting up Omnichannel for Customer Service on an existing Dynamics 365 trial for how to try this out). After you have completed t  Only limited documentation is available on how to write logic for escalating to an agent if you are not using Omnichannel for Customer service - see Configure hand-off to any generic engagement hub and code on Github

References:

• Introduction to Power Virtual Agents (Youtube 00:52:17)
• Create, test and deploy your bot with Virtual Agent for Customer Service (Youtube 00:10:48)
• PVA Series - real QnA chatbot with QnA maker
• Building proactive bot with Power Virtual Agent
• Create chatbot using Dynamics 365 Virtual Agent for your customers 
• Dynamics 365 Virtual Agent for Customer Service (Youtube 00:08:13)
• Create, test and deploy your bot with Virtual Agent for Customer Service (Youtube 00:10:08)
• Power Virtual Agents Solution packaging (Youtube)