Microsoft Dynamics 365 Power Platform

Power Virtual Agents Boost conversations with GPT-powered generative AI

Microsoft has announced a public preview for the Power Virtual Agent boost conversation on Apr 1, 2023

Boost conversations with GPT-powered generative AI

The Business value is "Use Boost conversations in Power Virtual Agents to enhance your bot responses with contextual answers from your website. By using the boosted conversations in Power Virtual Agents, your bot can find and present information from an external source even if you haven't created a topic for it."

In this example, I will use my blog website as a data source to support AI generative answers

For real use cases, you can adapt by using your company organization or your own website

https://anusornkrongkeaha.blogspot.com/

Enter the Website URL on the boost conversion section

Let the PVA training model Itself

Once complete let's test the BOT

The bot replied with a link using data sources from my Website

You can fine-tune using Content Moderation to adjust the level of Generative. Most likely temperature on Azure Open AI Service

It's so very easy and powerful. You can add more website or link with your Microsoft SharePoint to make an Organization knowledge base

Unfortunately, the Thai language is not supported at this moment. Once it is available I may back to the test

Thank you for your Visit

For more information: Generative Answers - Power Virtual Agents | Microsoft Learn

Personalize content Creation with Dynamics 365 Marketing and Open AI DALL-E

Personalize content marketing is successful key to engaging Customers with relevant context to make intend to buy the product/Service

In Dynamics 365, the feature Personalize allows Marketo to customers' content based on individual Customers or Segmentation.

Today Microsoft is launching Copilot into Dynamics 365 Marketing as a preview. The AI capability to help the marketing team generate copywriting content using some keywords to increase work productivity.

In this article. I will show how to improve Auto generating Content by establishing a connection using Open AI Service DALL-E to generate the Image that relates to the content.

The first step we explore the DALL-E Capability by following the Open AI website or Microsoft Bing for the free version

https://labs.openai.com/

Image Creator from Microsoft Bing

So now. The part of API. At this moment I have no access to Azure Open AI Service DALL-E.So I chose Open AI Website for demonstration https://platform.openai.com/account/api-keys

For the established connection part, I'm using Power Automate HTTP req to handle the data connection between Dynamics 365 Marketing and Open AI service.

if Your flow is successful. You will get a response with Image generated URL

Check the URL Image

We go to Dynamics 365 marketing and select E-mail Menu for E-mail content Design

Select the E-mail template you want.

I start to create a trigger for Power Automate under Dynamics 365 Screen (This feature will be deprecated as soon. )

The button flow will popup prompt from the user and trigger Power Automate to call Open AI Service

Once Dynamics get the Response URL image it will map to the Image content

Images are visible on E-mail content and ready to use

Now try the new feature COPILOT in Dynamics 365 Marketing on the right-hand side.

I try to input my keyword but it doesn't work at this moment. So leave it default and do generate

The content Idea has been applied to E-mail content under the image

Thanks for your visit

Azure Open AI connected to Dynamics 365 Customer Service | Case resolution (Thai Language)

Microsoft has announced that they will integrate Open AI GPT Technology into their Product such as
Microsoft 365, and Dynamics 365 are called "CO-PILOT" but currently when I create this article
CO-PILOT support Thai Language is not available yet. Introducing Microsoft Dynamics 365 Copilot

So I make this solution for my demonstration propose to show my customer how it works. By using Azure open AI Service retrieves Case detail conversion from Customer service Omnichannel and summarizes Text by following this step

1. Create Azure Open AI | You might need to input a request quote to the Microsoft Product team

Create Open AI Service

Once you finished provisioning you be able to Access Azure AI Studio select examples: Summarize issue resolution from conversion

You can see how AI summarizes conversion and you also finetune parameters on your right widget bar

Let's try with Thai language scenario, Open AI has summarized the conversion

I have adjusted the temperature to 0.33 (Controls randomness. Lowering the temperature means that the model will produce more repetitive and deterministic responses. Increasing the temperature will result in more unexpected or creative responses. Try adjusting the temperature or Top P but not both.)

So now. If you OK with you trained model. It's time to deploy and make a connection with Dynamics 365 Customer Service

Click View Code to get Endpoint URL and Key Value Following Microsoft Doc

Create Microsoft Power Automate to trigger with HTTP Request

Use the same example conversion in the Text variable

The power automation flow is working perfectly. We got a resolution text response on final step

It's time to move to Dynamics 365 Customer Service part

The company Support agent may receive a Case via E-mail, Chat, Phone Call (Need to enable Speech to text), or Power virtual Agenet conversion history before escalating to Agent

We can use the case detail description pass into Azure Open AI service by using Power Automate as a connector

I have modified the Power Automate form as a Cloud flow to trigger events from Dataverse that are used for Datastroage for Dynamics 365

As you can see.When the case context was logged. When then Agenet try to resolve Case Power Automate will trigger by Dynamics 365 dataverse and call HTTP Request to Azure Open AI service

To improve AI accurate response, You can import Organization's Knowledge base to support AI suggestions more relevant to your Organization's business process. By the way, I'm waiting to try CO-PILOT Out of the box Feature in Dynamics 365 Customer Service to see how it's works with Thai Language

Thanks for your visit.

Dynamics 365 Customer Service integrated Omnichannel with Chatbot (Thai language) Configure

"The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools."

Credit: Dynamics 365 Customer service Overview

Credit Picture: Power Virtual Agent

For Dynamics 365 Customer service Enterprises version has the capability to Integrate Omni Channel for more communication funnel with customer Voice Channel, live Chat Channel, Digital Messaging (Social Media)

Try Free: Dynamics 365 Customer Service Trial

In this article, we going to config Live Chat and bring Chat bot Agent to this channel for first-tier Customer Support

Step 1 Install the Omni Channel application

Check the Customer Service environment in the Power Platform Admin center to make sure the Omni channel was installed

The installation process will take around 30 Min.

Step 2 Configure Live Chat Channel

form Dynamics 365 Application Open the Customer Service Admin page

2.1 Create New Workstreams

A workstream is a collection of settings, including channel setup, routing rules, work distribution, and bots.

for this example, I create Workstream using exist queue (Default Message Queue)

2.2 Create Chat Channel

Once set up Chat channel is the complete system that will generate a Widget source for Live Chat

3. Apply the Widget to the Web Portal

You can put a Live chat widget to your existing web Portal for me I will use Power Pages from the Power platform to test the Live Chat

I have created Blank Page for the mockup company website

Navigate to portal management and Look for Content Snippets >> Footer Page

Put the Widget Script to HTML Value

Preview website, Now the Chat widget appears on the bottom right

Without Bot. The request from the Customer will be a direct transfer to the Agent

4. Create Virtual Agent (Thai Language)

Chat Bot are simulates human conversation or Power Virtual agents from Microsoft Power Platform

As you can see the Thai Language is available for preview

The sample Topic is auto-generated so you make a new topic and modify the current one.

You can be testing Bot under Power Virtual Agents and Demo website but it's will not link to Dynamics 365 Customer Service

5. Bring up Virtual Agent to the Live Chat

5.1 Publish Bot after you Create new /Modify Topics don't forget to Publish content

5.2 Agent Transfer configure

Setup Agent Transfer to Dynamics 365 Customer Service.

This process will automatically create an Agent user in D365 Customer Service. You may need to map Queue to Virtual Agent user (Default Messaging Quere)

Add Bot to Workstreams (Optional) All incoming work will be routed to the bot first.

Testing Live Chat The Bot has replied to the conversion in the Thai Language

When a Customer needs to talk with a human Agent it's can transfer to Dynamics 365 Customer Service

Thanks for visiting. Next Article I will try to configure Other social media Channels connect to Dynamics 365 Customer Service