I've seen/heard that through Customer Service Insights that there is/will be the capability to generate lists of "Emerging Topics" based upon existing Cases that can be used in Power Virtual Agent. However, I'm having trouble finding any information on this. Does anyone know what the data model for this looks like? (ie. what sort of information from the cases is used?) Is this released and demoable? How much works out of the box vs. how much configuration is needed to get it working?
Any details anyone has or additional info anyone can point me to would be helpful to front load me with info for a customer demo I have coming up. Thanks so much!
Hi Maureen - yes this is possible in the product today with very little configuration required. Once you have the cases configured in CSI and topics generated, this document describes how you can automate a topic discovered in CSI: Automate topics for a Power Virtual Agents bot
You'll land on the topic creation page in PVA with the fields completed including new trigger phrases, which you can edit and improve as well. From the doc:
Customer Service Insights creates a new topic in Power Virtual Agents in a new browser tab.
The Name and Trigger phrases are prefilled from the topic you selected for automation.
Customer Service Insights prefills Trigger phrases with non-duplicated case titles from the most relevant cases (up to three cases).
Hope that helps!
Thanks,
Tessa
Power Virtual Agents (PVA) is a technology that provides a design surface for creating apps using a low-code or no-code development methodology. The designer enables the creation of apps to automate common business processes like a company-wide FAQ’s, handle HR questions with Bots, or friendly service desk automations. Several other scenarios can be developed within the confines of your company’s technology ecosystem. One recent addition to this technology is bringing PVA’s to Microsoft Teams, both as an execution environment as a well as a design surface. Microsoft’s project name for this is called “Project Oakdale.”
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