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>> This demo shows how to integrate
a Power Virtual Agents bot
in Dynamics 365 Omnichannel
for Customer Service.
Power Virtual Agents let you
create intelligent bots using
a guided no-code graphical
interface which reduces
your IT costs and frees up
your human agents to address
more complex issues.
First, let's experience this from
the customer's point of view.
As a customer, I'm having
troubles with my Surface laptop.
I go to the support site and
click on the "Chat" widget.
The Virtual Agent greets me
and I can type my question.
The Virtual Agent is able to send me
an article related to my issue.
But I also have a question
about an order refund.
The Virtual Agent isn't
designed to help with refunds,
so it will seamlessly hand-off
my question to a human agent.
The human agent accepts
the incoming request from the
Virtual Agent and can see
the full transcript
of the conversation
between the customer
and the Virtual Agent.
The Virtual Agent can also send
private messages to quickly ramp
up the human agent on the issue.
The human agent replies,
"Happy to help you with
your delayed refund."
Now you can see the seamless
hand-off experience
as a customer and as an agent.
Now let's see how
easy it is to set up
the connection between Virtual
Agent and Omnichannel.
In your Virtual Agent Designer,
you already have your bot configured.
Now in the Settings,
you can see there is an option
to Transfer to an agent.
Click that, select "Omnichannel"
to configure the hand-off.
Enter the Azure application ID,
which is required to create
the application user
record in Omnichannel.
Select the Omnichannel environment
to add your Virtual Agent,
and they will be connected.
Click "Go to Omnichannel"
and add the virtual agent to
queues where it will
be the first line of
defense for incoming messages.
You'll land on the Omnichannel
administration app.
On the top of the bot profile,
you can see the wizard experience.
It confirms your Virtual Agent has
been auto-created in Omnichannel.
To enable the Virtual Agent to
be the first line of defense,
you need to add your
Virtual Agent to queues.
Then you can use your existing
routing rule to route
messages to the bot and
escalate them to human agents.
Your Virtual Agent is now ready to
accept incoming messages
through Omnichannel.
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