Notes for PL 200 : Manage Topic in Power Virtual Agents

 Bots are being used to expend self- service support experiences for customers and to help ease agent workloads by handling specific types of support topic that are the highest volume and easily automated.

Bot Topics:

In Power Virtual Agents, Topics represent paths that a customer can be taken in while interacting with a bot. 

The Topic that is used and the path that is followed within an individual topic is in response to the data that is entered by customers in the conversion panel.

Power Virtual Agents Topics consist of two primary elements:

Trigger Phrases: Phrases, keywords, or questions that are entered by users and relate to a specific issue.

Conversation Nodes: Define how a bot should respond and what it should do.

Entities:

Power Virtual Agents conversation use natural language understanding to identify a user's intent based on what they entered into the conversation window.

Power Virtual Agents comes with a set of prebuilt entities out of the box. these entities represent some of the most commonly used information in real world dialog .

Smart Matches:

Power Virtual Agents try to find best match during the conversation.

Synonyms:

During the conversation, there could be multiple words which could use during the user's conversation, Power Virtual Agents can work with those synonyms.

Slot filing :

Slot filling is natural language understanding concept that servers an extracted entity to an object.

Variables:

With Power Virtual Agents, we can use variable to store Important information that is entered by customer for later use.

Variable can be used to dynamically route customers down different conversation paths.

They can also be fed into Power Automate flow or Bot Framework skills as input parameters.

Fallback Topics:

A system fallback topic will be added to  bot. this topic will be the one that the bot goes to when it can't find appropriate topic or does not understand the user's input.

After the system fallback topic has been enabled, user will see a new Go to Fallback Option on the screen.

The Fallback topic contains two nodes:

  1. Message : Acknowledge the unrecognized input and rephrases it.
  2. Escalate : Redirect to live agent.

As with any other system topic, the Fallback topic can be customized to fit the needs.

System Fallback behavior can be reset.

Topic Errors:

The topic checker feature provides details that are related to the waring or error to help make your task of resolving those issues easier.

Four types of errors that appear in the Topic Checker:

Node: the entire node is erroneous and is highlighted in Red.

Field: the field might be missing required data and highlighted in Red.

Expression : The expression might be invalid and is highlighted in Red.

Variable Deletion: A variable in topic was deleted and is highlighted in Red. Wherever it was used the action causes the variable to become orphaned end it must be removed or replaced.


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