Chatbots are a useful tool for businesses looking to provide 24/7 around-the-clock support to customers in different time zones. They can handle a large volume of customer enquiries simultaneously, reducing the need for human customer support agents to handle routine and repetitive tasks. They’re part of a growing trend in leveraging technology to streamline and optimise various aspects of business operations.
Now, we can amplify their benefits substantially. By creating a ChatBot built on Microsoft’s low code\no code Power Platform, and integrating it with Generative AI you can create personalised customer interactions and increase employee productivity.
Why do we need it?
Our PwC 2023 CEO survey revealed that Australian CEOs see multiple challenges to profitability in their industry, due to changing customer demands and preferences.
So how do you stay ahead in the market and bring in a unique and differentiated customer experience that is agile enough to accommodate changing needs?
Power Platform integrated with Generative AI technology offers a way through helping businesses enhance customer experience, optimise support operations, and gain a competitive edge.
Why Power Platform with Gen AI?
Power Platform integrated with Generative AI offers several advantages, making it a compelling proposition for businesses seeking advanced chatbot capabilities:
Advanced Natural Language Processing (NLP): Generative AI understands and responds to natural language, enabling it to engage in more natural and engaging conversations with users. This can significantly improve customer experience and satisfaction.
Contextual Awareness: Generative AI can grasp the context of customer enquiries, leading to more relevant and accurate responses. This reduces the need for customer escalations to human agents, improving overall efficiency.
Personalised Interactions: Generative AI can personalise interactions based on customer information and preferences, tailoring responses to specific needs. This fosters stronger customer relationships.
Continuous Improvement: Generative AI is continuously being updated and improved, ensuring that your chatbot remains at the forefront of NLP advancements. This provides a competitive edge and access to the latest innovations.
Customisation and Flexibility: Power Platform provides a flexible development environment, allowing you to customise the chatbot to meet your specific business needs and integrate it seamlessly with existing systems.
Multilingual support: Standard Generative AI models support a wide range of languages, which can be advantageous if you're catering to a multilingual user base.
Here are some common business scenarios, the benefits you can receive and our suggested conceptual design:
- Automated customer support and enquiry handling
- Pain point: inefficient handling of customer enquiries and support requests.
- Scenario: Implement an automated virtual assistant to handle common customer enquiries and support requests.
- Conceptual Approach: Integrate Generative AI as an automated virtual assistant in Dynamics 365 Customer Service
- Create a virtual assistant using Power Virtual Agents in Power Platform
- Integrate with the Generative AI API through Power Automate
- Capture and process responses within Dynamics 365
- Prioritise security, test thoroughly, and implement monitoring for continuous improvement
- Benefits:
- Quickly and accurately respond to frequently asked questions.
- Improve response times for routine enquiries.
- Free up human agents to focus on more complex issues.
- Dynamic FAQs and knowledge base assistance:
- Pain Point : ineffective knowledge base and limited FAQ responsiveness.
- Scenario: Leverage Generative AI to enhance the Dynamics 365 knowledge base and provide dynamic FAQ assistance.
- Conceptual Approach:
- Securely extend Dynamics 365 Customer Service based knowledge base to a portal, like Power Pages
- Create a virtual assistant using Power Virtual Agents in Power Platform and embed in your portal, like Power Pages
- Integrate with the Generative AI APIs through Power Automate
- Access customer's query via Power Virtual Agent, securely search within knowledge base and provide automated responses
- Benefits:
- Enable users to ask natural language questions for instant, context-aware responses.
- Improve self-service capabilities and reduce reliance on traditional search methods.
- Enhance the overall accessibility and usability of the knowledge base.
Intelligent case triage and routing:
- Pain Point: Inefficient and manual case triage processes.
- Scenario: Utilise Generative AI to intelligently triage and route customer cases to the appropriate teams or agents within Dynamics 365 Customer Service.
Conceptual Approach:
Natively integrate Power Virtual Agent, Power Apps and Dynamics 365 Customer Service
Configure Power Virtual Agent to capture user queries and initiate the chat
Integrate Generative AI into the chat flow within Power Virtual Agent
Configure Power Automate to capture and respond based on data from Dynamics 365 and capture required information to create a case
Configure Dynamics 365 to dynamically assign cases based on data captured via Generative AI
- Benefits
- Efficiently categorise and prioritise incoming service requests.
- Optimise case routing based on the nature and urgency of the issue.
- Improve overall case management and resolution times.
- Cases routed to the right agent increase customer satisfaction and improve case turnaround time.
In summary, using Microsoft’s Power Platform with Generative AI and a little ingenuity, can create improved and differentiated customer experiences. In this current economic climate, it’s an opportunity too good to miss.
If you would like to discuss using Microsoft’s Power Platform with Generative AI, contact Kunal Tiwari and Christina Mahimarajan.
