NEIL PARKHURST

Virtual Agents for customer service are currently a Dynamics 365 preview feature, you can use them to quickly build BOTs using a no code approach.

These BOTs can “obviously” then be consumed from your external facing website. But I had an idea to use my BOT internally to help contact center agents deal with customer queries in a smarter manner.

This meant I wanted to integrated a Virtual Agent with Unified Service Desk. In this post / video I will show how I achieved this.

Often when customers phone a contact center the steps the agent should take are obvious. But this is not always true! Often the agent will have a multitude of next actions they could take, so anything that helps them select the “best next action” is potentially really helpful.

I wanted to use the new virtual agents to act as a smart assistant offering solutions / next best actions to my agents. I created this demo as a proof of concept (POC). Meaning the logic within my BOT is pretty simple. But I hope you can see that this POC could be extended to cover really complex scenarios.

In the following video you’ll see my virtual agent in action. I will then describe how I created my BOT with no code and how I integrated it with Unified Service Desk …..