The Model Context Protocol (MCP) is an open protocol designed to standardize how applications provide context to large language models (LLMs). It enables seamless connections to data sources and tools through a client-server architecture, offering features like pre-built integrations, flexibility, security, extensibility, and interoperability.
AI is revolutionizing customer service, offering solutions that enhance efficiency, reduce costs, and improve customer satisfaction. Microsoft's innovative AI-driven tools like Microsoft Copilot, Microsoft Agents, Dynamics 365 Customer Service, and Dynamics 365 Contact Center are transforming customer service operations. This article explores how AI accelerates customer service and empowers agents.
Microsoft's AI Accelerator for Sales is a groundbreaking initiative designed to revolutionize sales processes through AI-driven tools and intelligent agents. As a sales manager or business executive, you'll discover how this program can enhance productivity, streamline operations, and drive profitability. Learn from the success stories of industry leaders like Lenovo and Lexmark and find out how your organization can benefit from adopting these cutting-edge AI solutions.
An article tailored for business leaders, IT professionals, and developers keen on leveraging AI to enhance their operations. Whether you're a seasoned developer looking to explore new tools or a business leader aiming to streamline processes, this guide will provide valuable insights into creating autonomous agents using Microsoft Copilot Studio.
explore how to create an intelligent agent for Microsoft Copilot Chat using SharePoint as a knowledge source. By leveraging SharePoint's robust document management capabilities, you can enhance information retrieval, automate responses, and improve overall efficiency in your organization.
exploring the features of Copilot Studio, focusing on classic and generative orchestration methods. This article is for you if you are a new user of Copilot Studio and want to learn about the fundamentals of the tool or if you are a seasoned user and want a recap on the functionality.
summary lede: Discover how Microsoft Copilot Studio empowers business users to create and customize AI agents with ease. This curated guide offers a comprehensive overview, hands-on workshops, and essential resources to help you become a citizen d...
Integrating Salesforce with Copilot for Microsoft 365 can revolutionize your sales operations. It automates repetitive tasks, provides real-time insights, and enhances collaboration across your team.
Extending Copilot for M365 with Copilot Studio gives you the ability to create tailored solutions that meet your specific needs and improve overall efficiency.
Microsoft offers two AI-driven productivity tools for daily work: Copilot Chat and Copilot for Microsoft 365. Both are engineered to enhance productivity and streamline workflows, yet they serve different purposes and offer unique functionalities....
Suppose you have upgraded to the enhanced voice experience (vNext) in Dynamics 365 Customer Service / Contact Center. In that case, you can empower your representatives to consult with or transfer voice calls to Microsoft Teams subject matter expe...
In today’s customer service landscape, virtual agents in text chats and voice calls have become quite common. However, it’s time to move beyond these faceless interactions and embrace virtual agents with a face that exhibit human-like behavior. V...
In recent weeks, we’ve gained the ability to collaborate in groups and teams on documents using Copilot. This new feature, Copilot Pages, has quickly become one of the most potent collaborative tools introduced. It allows multiple users to work to...
In today’s fast-paced digital world, the need for efficient and reliable tools has never been greater. Extending Copilot for Microsoft 365 and leveraging declarative agents are at the forefront of this evolution, offering users unparalleled produc...
For effective multilingual customer service, it is essential to have voice Copilot custom agents that can operate in multiple languages, particularly when you want to offer customers the option to choose their preferred language on the phone. Alth...
Azure AI Studio emerges as a beacon of innovation in the rapidly evolving landscape of artificial intelligence (AI). Offering a suite of tools that significantly simplify the process of developing AI applications, this article delves into the myri...
Please find an updated version of this document here. Copilot Studio is a dynamic platform that enhances the creative process and is a robust tool for developing custom copilots. It uniquely enables the extension of existing copilots, such as Cop...
After thoroughly examining the insights from my comprehensive article on the ‘build versus buy’ dilemma, you’ve reached a strategic decision to embark on constructing a bespoke chatbot. This decision is rooted in the desire to harness the capabili...
In the realm of artificial intelligence, particularly regarding generative pre-trained transformers (GPT), organizations often engage in debates over which model is superior. The discourse frequently revolves around terms like “goodGPT” or “better...
This article is the second in a mini-series. In the first part, I discussed integrating the voice channel for Dynamics 365 Contact Center and Dynamics 365 Customer Service Premium. Introduction In the rapidly evolving landscape of artificial int...
This is the first article in a two-part series. The next piece will discuss integrating a Copilot Studio Voice Bot into the Voice Channel. Dynamics 365 Contact Center or Dynamics 365 Customer Service Premium enhances the capabilities of customer ...
In the fast-paced sales world, staying on top of leads and opportunities can be daunting. But what if you had an AI assistant to help you out? Enter Copilot, a feature in Dynamics 365 Sales that’s revolutionizing the way sales teams operate. What...
Microsoft Dynamics 365 Customer Service has introduced a game-changing feature known as Copilot. This AI-powered tool is designed to provide real-time assistance to customer service agents, enabling them to resolve issues faster, manage cases more...
The Microsoft Copilot Family introduces a revolutionary way to interact with technology. It offers a suite of AI-powered tools designed to enhance productivity, inspire creativity, and improve connectivity. Copilot enables both individuals and bus...
In today’s fast-paced business world, delivering outstanding customer service is essential. Companies need efficient and effective solutions to handle customer inquiries, streamline processes, and improve user experiences. This is where Copilot St...
In the dynamic world of omnichannel contact centers, the concept of preferred agent routing stands out as a cornerstone for delivering exceptional customer service. This strategic approach fosters a sense of familiarity and personalization by conn...
Introducing Copilot in Whiteboard - an innovative tool that revolutionizes how you create and collaborate on ideas and projects. Copilot helps you generate new ideas, transform them into visually stunning concepts, organize thoughts into logical c...
Copilot for Microsoft 365 in Excel is designed to enhance productivity by assisting with data analysis, comprehension, and visualization. Here are some of the ways it can help: Analyze and Visualize Data: Copilot can help you explore and ...
In the current landscape of digital solutions, Copilot for Microsoft 365 emerges as a pivotal tool within Microsoft 365. This article focuses on CoPilot for PowerPoint, which is designed to enhance the efficiency and quality of presentation creati...
During a meeting Incorporate Copilot into Teams meetings to efficiently summarize crucial discussion points, track contributions and differing viewpoints, and propose actionable tasks, all dynamically as the meeting unfolds. Transcription is req...
Microsoft Copilot for Microsoft 365 is an AI-powered tool that can improve email communication in many ways. Here are some methods to fully utilize Copilot’s capabilities: Contextual Suggestions: Copilot examines your email content and of...
Copilot in Word is a revolutionary tool that uses AI to assist you in writing any document. Whether you need to create a report, a blog post, a resume, or a letter, Copilot in Word can generate relevant and coherent text for you based on your inpu...
Copilot is an intelligent AI assistant that simplifies workflow and increases productivity. It helps you draft, edit, and polish your writing. It provides intelligent suggestions, synonyms, and different ways of expressing your ideas to improve yo...
Writing good prompts can be straightforward, but following specific rules is essential. Please refer to an article on this blog about crafting effective prompts, and remember: iterate, iterate, and iterate. When communicating with Copilot, you ca...
In technological advancements, the emergence of AI-driven chat interfaces represents a significant leap forward in human-computer interaction. Among these, Microsoft Copilot (graph grounded )Chat stands out as a prime example of how artificial int...
With Microsoft 365 Copilot, you can boost your productivity and creativity with the help of an AI assistant. It leverages LLMs, an artificial intelligence algorithm that applies deep learning methods and large data sets to comprehend, condense, an...
Voice bots, also known as voice-based virtual assistants, are revolutionizing customer service by offering a range of benefits that enhance the customer experience and operational efficiency. In the fast-paced world of customer service, voice bot...
Chatbots are increasingly popular and effective for automating customer service and offering immediate responses to common inquiries. However, chatbots aren’t flawless and may struggle with complex or sensitive issues requiring human intervention....
Omnichannel for Customer Service augments the functionality of Dynamics 365 Customer Service Enterprise by offering many features. These features empower organizations to establish immediate and interactive communication with their clientele via d...
In the realm of artificial intelligence (AI), Retrieval-Augmented Generation (RAG) is a groundbreaking approach that enhances the output of large language models (LLMs). It achieves this by referencing a reliable external knowledge base, separate ...
Introduction In the digital age, customer service has evolved beyond traditional call centers. Today, businesses leverage advanced technologies to create digital contact centers that provide seamless, omnichannel customer experiences. One such te...
Motivation In the digital world, ensuring the security and integrity of user data is paramount. One of the key ways to achieve this is through user authentication in text and voice chats and the use of One-Time Passwords (OTPs). Let’s delve into ...
Integrating a Microsoft CoPilot Studio Copilot into a Microsoft SharePoint site can significantly enhance user experience and productivity. This assistant can provide real-time assistance to users, guiding them through the site, answering their qu...
This is the sixth part of a series of articles, part 1 (basics and background & part 2 (preparing your environments) & part 3 (working with solutions) & part 4 (working with pipelines & part 5 (approvals with pipelines) were publis...
This is the fifth part of a series of articles, part 1 (basics and background & part 2 (preparing your environments) & part 3 (working with solutions) & part 4 (working with pipelines) were published before. Incorporating an approval ...
Multilingual bots are chatbots capable of communicating with customers in various languages while maintaining all content within a single bot. Often, they can automatically detect the preferred language and respond accordingly, offering customers ...
This is the fourth part of a series of articles, part 1 (basics and background & part 2 (preparing your environments) & part 3 (working with solutions) were published before. Pipelines in the Power Platform strive to make application life...
This is the third part of a series of articles, part 1 (basics and background & part 2 (preparing your environments) were published before. Solutions are a key feature of Power Platform that allows users to transport apps, bots, and component...
This is the second part of a series of articles, part 1 (basics and background) was published before. Reminder: Environment strategy You must establish separate app development and production environments to adhere to application lifecycle manag...
Motivation Low-code development is a contemporary method in software development that allows developers to construct applications with minimal coding by utilizing graphical interfaces and pre-built components. Low-code platforms provide numerous ...
Note: This article showcases a preview feature. Preview features are not intended for production use and may possess limited functionality. These features are made available prior to an official release, allowing customers to gain early access an...
5. part of a series building the foundation - part 1 & adding your own data - part 2 & adding a chat history - part 3 & adding channels and taking actions on the results part 4 were published before. Motivation When working with...
Third part of a series building the foundation - part 1 & adding your own data - part 2 & adding a chat history - part 3 were published before Motivation You can deploy your model to Power Virtual Agents directly from Azure OpenAI St...
Third part of a series building the foundation - part 1 & adding your own data - part 2 were published before Motivation After deploying ownGPT and incorporating our company data into the bot’s knowledge base, we aim to provide our users wit...
second part of a series part 1 (the basics and installing the gui) of the series was publish a week earlier Motivation In this second part of the series, we will learn how to customize our chatGPT clone with our own data using Azure OpenAI Serv...
Motivation You want your “ChatGPT” to operate in a secure environment, ensuring all data and interactions with your “bot” remain private. Your prompts (inputs) and completions (outputs), your embeddings, and your training data: Are NOT ...
Motivation With Azure OpenAI services enhanced by your data, robust language models and Azure Cognitive Search work together to index your data and provide responses following your organization’s policies. This ensures the protection of your inte...
Motivation With Azure OpenAI services enhanced by your data, robust language models and Azure Cognitive Search work together to index your data and provide responses following your organization’s policies. This ensures the protection of your inte...
Motivation Customer service is a crucial aspect of any business, influencing whether customers will return or opt for a competitor. In today’s world of intense competition and heightened customer expectations, companies must seek ways to improve ...
In Dynamics 365 Customer Service, representatives can use the voice channel to communicate with customers over the phone and resolve issues. Although chat, SMS messages, and social media have become popular channels for customers to seek support f...
Generative answers within Power Virtual Agents offer a convenient way for your bot to retrieve and display information from various sources, both internal and external. Unlike authored topics, generative answers do not require pre-determined subje...
By harnessing the power of AI large language models, Power Virtual Agents revolutionizes chatbot development, enhancing their utility and significantly minimizing manual authoring and configuration requirements. You can: Create an instan...
Attending a “Power Virtual Agent in a Day” (PVAinaDay) workshop is highly recommended when beginning with Power Virtual Agents. After conducting numerous workshops alongside colleagues and utilizing our script to engage participants, we adopted Mi...
You can better assist customers by automatically identifying them and viewing their account and case details on the Active Conversation page. One way to achieve this is by setting up pre-conversation questions in the appropriate chat widgets. See ...
Motivation A pre-survey and a post-survey in a customer service scenario can provide valuable information about the customer’s expectations before and after interacting with the service provider. The pre-survey can help identify any potential iss...
Motivation Two of our “Power Virtual Agents in a Day” guests’ most frequently asked questions can be answered in three distinct ways. Herein, I will discuss the answers to these queries: How can I utilize Power Virtual Agents in a langua...
Bots are handy tools in today’s fast-paced digital world, serving as virtual assistants to help users accomplish various tasks. These bots primarily perform two essential functions: answering user queries or completing actions by calling backend A...
In my previous articles, I focused on the how, and here I will switch the perspective and dig deeper into the why. To bring us to standard wording: Business process automation (BPA)It is defined as automating complex business processes and funct...
Power Virtual Agents and PowerFX are two powerful tools that can create complex logic for bots to manipulate data. With these tools, you can create bots with more complex logic without the need for extensive development. PowerFx is a low-code lang...
Power Virtual Agents is a powerful tool that allows users to populate their chatbots with existing web pages or files. With AI-assisted authoring technology, this feature recognizes a webpage’s or online file’s structure and content and segregates...
Important! This article contains information about features that are currently in preview. It is subject to change and should not be used in production environments. Power Virtual Agents provides early access to these features, enabling custome...
Motivation I do Power Virtual Agents in a Day Workshop with many participants every month. And every month, I get asked one question most of them have: There is Power Virtual Agents as a standalone paid offer and Power Virtual Agents as a combine...
Learn how to generate or manipulate text using Azure OpenAI service. This powerful tool provides various models with an easy-to-use and efficient text-in, text-out interface. The model can accurately create a completion that reflects the context o...
Power Virtual Agents is a virtual digital assistant SaaS Solution that uses Natural Language Understanding (NLU) to comprehend user intentions. NLU enables the bot to detect trigger phrases and identify entities within a user interaction, from pho...
This is a first article of a series on Azure OpenAI Services. This article describes how to start and brings you directly to Azure OpenAI Service Studio. Figure: Azure OpenAI Service Studio Background OpenAI is an artificial intelligence rese...
Motivation Imagine you are working on a Power Virtual Agents project and wish for an experienced colleague to consult with and receive guidance from. You are in luck, as the editing canvas will come with an integrated expert on Power Virtual Agen...
Motivation When designing and creating a chatbot with Power Virtual Agents, a situation can occur that users may ask questions that your bot does not have an answer for. To ensure that users have access to the information they need, the boosted c...
Motivation Envision every agent provide your customer with precise and compliant answers to their inquiries that are in line with your corporate policies. To facilitate this, we can implement a knowledge base with frequent questions and answers. ...
Motivation When giving a “Power Virtual Agents in a Day” workshop, we start by creating topics and custom entities with the participants. While we are defining trigger phrases and synonyms for the closed lists in the custom entities, we often get...
Prerequisites You must add a web resource and ensure the required language translation services are configured. Enable call recording and transcription for the translated voice call transcripts to be displayed. Motivation ...
Dynamics 365 customer service: configure call recording and transcription for voice bots and agent dialogues drive service improvements with data Disclaimer This kick-starter guide describes the possibility of configuring call recording and cal...
personalized customer experience with voice bots and Dynamics 365 Customer Service Motivation Imagine calling a company you have a contract with and doing regular business with. From the beginning, their automated self-service platform knows any...
Dynamics 365 Customer Service - escalating to a Teams User Motivation Service for Customers and employees is not always limited to Dynamics 365 Customer Service. The enterprise employees must often assist agents in customer service scenarios and...
Dynamics 365 Customer Service Voice Channel Motivation When you create a free Dynamics Customer Service trial, you will get sixty minutes of PSTN Calls (US Toll-free Numbers). After 60 minutes, you can bring your SIP-Trunk via Azure Communicati...
Multilingual IVR Replacement for Dynamics 365 Customer Service (Voice Bot) Imagine serving your customers and employees immediately in their native language, without waiting in Contact Center Queues, 24/7, with your new self-service voice bot fac...
Power Virtual Agents extensions for Dynamics 365 (workaround on installation hiccups) Situation You want to use Power Virtual Agent with Dynamics 365 Customer Service, and you are trying to install the extensions to activate variables and action...
The Chitchat of the other kind - ChatGPT in Power Virtual Agents (By now) more weekend fun than a scenario to implement in a production environment. Motivation While working with bots, you must consider two points, how to present the answer and...
Dynamics 365 Customer Service with Power Virtual Agents - Part 2 (automation with voice/voice bots) This article is the second part of a Kickstarter of two pieces and part of my “Dynamics 365 automation with bots/voice bots 101” series. In this ...
Dynamics 365 Customer Service with Power Virtual Agents - Part 1 (automation with text chat) This article is the first part of a Kickstarter of two pieces and part of my “Dynamics 365 automation with bots/voice bots 101” series; in this article a...
Power Virtual Agents - a low-code platform for conversational assistants Power Virtual Agents are part of Microsofts Power Platform and an ideal start for developing conversational (voice-)bots. It is not just another low-code bot platform with ...
Use CRM data to make automated voice bot conversations more personal and relevant to your customer.
Give your Bots a voice Enabling your chatbot to use voice on a telephone line is straightforward, and there are several solutions in the market to do so. This guide will focus on a solution called Voice.Ai and Power Virtual Agents as a bot platf...
Extend Power Virtual Agent with Azure Cognitive Services Power Virtual Agent (PVA) is getting better and better from Release to Release, but there are situations where you want to use Azure Services to improve your user’s experience. Why not com...
Power Virtual Agents Application Lifecycle Management a Step-by-Step Kickstarter to building automated software development lifecycle workflows for Power Virtual Agent and the Power Platform This step-by-step guide will focus on best practices t...
Build your first (voice-)bot with Microsoft Power Virtual Agent Power Virtual Agent - low code development platform for conversational bots Power Virtual Agent is a member of the Microsoft Power Platform. Power Virtual Agents (PVA) are ...
