SE Genie Idea Summary

Power Virtual Agents

Intelligent conversational Chatbots which respond rapidly to the customer and employee
needs.

Problem Statement:
 L1 Support
 Delay in ticket assignment
 Increased TAT
Solution Proposed:
 Use Power Platform to help user at First Level Service Desk
 Develop an intelligent Microsoft Virtual Agent
 Easy integration with Client environment due to available O365 Solution
 Reduce TAT by 20% for L1 incidents
 Vision to replace Service Desk
 1.5- 2 FTE cost saving for client

Solution Architect:
Detail Implementation Steps:

 Power Virtual Agent – First Bot ,Train the Bot :

1. Go to Power Virtual Agents marketing page and If you don't have a license,
you can sign up for one by following the prompts.
2. In the Create a new bot dialog box, enter a name for your bot. This can be
something generic to your company or specific to the scenario you are
tailoring your bot to.
3. Your bot is created in the default Power Apps environment for your
organization or tenant. Usually this is sufficient, but if necessary you can
choose a different environment by selecting More options to see a list of
available environments.
4. Select Create to begin the bot-building process, which can take up to 15
minutes for the first bot you create in an environment. Subsequent bots take
less than a few minutes to create.

 Add the bot to Microsoft Teams

1. Select Manage on the side navigation pane, and then go to the Channels tab.

2. Select Microsoft Teams and then select Add.

3. After Microsoft Teams is added successfully, copy the App ID. You will need
this information for later.

4. Install Microsoft Teams App Studio and launch it in Microsoft Teams.

Alternatively, you can also directly create your application's manifest.

5. In App Studio, select Manifest editor and then select Create a new app.

6. Enter the necessary information about your bot and organization on the App
details screen, and then select Bots on the side menu.

7. Select Set up, select Existing bot, and then enter the bot's name.

8. Select Connect to a different bot id and paste the App ID you copied earlier.
Under Scope, select Personal and then select Save.
9. This step is only needed if your bot requires an end user to sign in.
Select Domains and permissions and add token.botframework.com under
the Valid domains section.

10. Select Test and distribute to install the app directly to your Microsoft Teams
instance, or download the app package to share with your teammates.