Creating a Bot Using Dynamics 365 Virtual Agent for Customer Service

Jun 21

Written by:
6/21/2019 6:29 AM  RssIcon

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You can easily create a chat Bot for your website using Dynamics 365 Virtual Agent for Customer Service. The Dynamics 365 Virtual Agent for Customer Service is a web based application that allows you to create a Bot that interacts with your customers.

It allows your non technical Subject Matter Experts (SMEs) to monitor the Bot using the built-in analytics, and to update and enhance the Bot using an online web interface.

 

Getting Started

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To get started, go to:  https://va.ai.dynamics.com and Sign in (using your Microsoft work or school account) to create your Dynamics 365 Virtual Agent for Customer Service Bot.

 

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Select the Bot icon and select New bot

(Note: If you run into any issues, see: https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-virtual-agent/getting-started-create-bot)

 

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Give the Bot a name and select Create.

 

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Your Bot will be created.

 

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Note: You can add multiple Bots, and navigate between them, by selecting the Bot icon, and then selecting the desired Bot.

 

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You can chat with the Bot using the Chat window.

Enter Hello? and click the send button.

 

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The Bot will display a response.

 

 

Working With Topics

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Click on one of the responses in the Chat window and you will see:

  • Topic Name – The Bot is organized by Topics. A Topic is a grouping of a single conversation path.
  • Topic Trigger Phrases – A Topic is started when one of its trigger phrases has been detected.
  • Bot Says – The Bot responds to a user using the Bot Says element. You can always find that element, and the Topic that it is contained in, by clicking on it in the Chat window.

 

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You can see all available Topics for the Bot by clicking on the Topics link in the main menu bar.

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You can create a new Topic by clicking on the New topic button.

 

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The New Topic screen will display.

 

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Fill out the form and click the Edit button.

 

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You will be presented with a Bot Says box.

Enter a message and select the User says option.

 

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Enter an option in the User Responses box and click the + link next to Add user response, to add additional possible response options.

 

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Click the trashcan icon to delete any response options not needed.

 

 

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A conversation path will display for each option you create.

An empty option will also be created to handle any response other then the options you indicate.

 

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Enter a Bot Says response for each option.

For the empty option, select Go to.

 

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You can search for any Topic and select it.

 

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Save your Bot.

 

Testing and Debugging Your Bot

 

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Note: If your Chat window ever disappears, you can always bring it back by clicking the Test your bot link.

 

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In the Chat window, turn on Tracing and click the Start over with latest content button.

 

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Enter one of the trigger phrases for your new Topic and you will be able to trace and debug the conversation.

 

Working With Variables

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You can use variables to allow you Bot to capture and use conversation path data such as remembering a person’s name.

Return to your Topic.

 

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Hover your mouse pointer between the Trigger Phrases box and the Bot Says box and click on the + button.

 

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Select Bot says.

 

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Enter What is your name? and hover your mouse pointer under the Bot Says box and click on the + button.

 

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Select User says.

 

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Click the trashcan icon next to the response option because it will not be needed.

 

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Select Add variable.

 

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In the popup Properties box, select Create variable.

 

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Enter a variable name and click Done.

 

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Close the Properties box.

 

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Delete the Expression box that is automatically created.

 

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You can now select any Bot Says box underneath the response, and select the variable from the variable drop down.

 

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The variable will be inserted.

 

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When we save the Topic, return to the Chat window, and click the Start over with latest content button, we will see the value, entered for the variable, used in the conversation.

 

Deploy

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To Deploy the Bot, select Deploy from the main menu.

 

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Selecting the Demo website option will take you to the Deploy wizard.

 

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Fill it out and select the Publish button.

 

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This will take you to a page that will provide the web address to the Bot, and a window that allows you to chat with the Bot.

 

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Selecting the Custom website option will take you to the Deploy wizard that will provide HTML code that you can use to insert the Bot into your own website.

 

Analytics

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You can click on the Analytics icon to monitor the interactions with your Bot.

 

More To Come

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The Dynamics 365 team plans to add more channels in the future for your Bot to communicate on.

 

Links

Calling A Custom Service From Dynamics 365 Virtual Agent for Customer Service

New! Dynamics 365 Virtual Agent for Customer Service is available for preview

Dynamics 365 Virtual Agent for Customer Service (Community Site)

Dynamics 365 Virtual Agent for Customer Service Documentation

Frequently asked questions