Case Study on Power Virtual Agents

The Challenge

A leading lighting company established in 1995 and known for its commitment to offering the latest products at competitive prices with exceptional service, faced challenges in efficiently addressing queries from Dynamics Business Central and Dynamics CRM users. They sought to provide a quick and interactive question-and-answer session through a live chat (Virtual Agent) feature, with the ability to escalate queries to live agents when needed. Flexibility in designing chat flows based on unique customer requirements and real-time data integration from Dynamics were also essential.

The Solution

Mercurius IT, a trusted technology solutions provider, stepped in to address these challenges by implementing the following solutions:

1. Creation of a Power Virtual Agent (PVA) bot configured in Omni Channel Administration.
2. Registration of the PVA bot in an Azure App registration. Establish different queues, streams, and pipelines, configuring virtual and live human agents.
3. Configuration of live agents to handle escalated requests from the virtual agent.
4. Utilisation of out-of-the-box dashboards to analyse the performance of the Power Virtual Agent.

The Benefits

Implementing PVA bots significantly streamlined and expedited the query resolution process for Dynamics users. The seamless escalation process to live agents ensured prompt resolution of unresolved queries. Interactive Power BI dashboards provided insightful performance analysis of the PVA bots. As a result, the company achieved a high-resolution rate of PVA bot queries, leading to improved customer satisfaction. The company successfully revolutionised its customer support capabilities by leveraging Power Virtual Agents, providing users with a more efficient and satisfying experience.