Introduction
Organizations always search for ways to provide better service to their customers, simplify employee job functionality and improve overall satisfaction. One way to accomplish this task is with agents. Copilots provide many benefits to organizations. Employees can use them to for assistance their day-to-day activities. They can help to reduce the load on live agents by allowing incoming conversations on different channels to be routed to an agent first.
Organizations always search for ways to provide better service to their customers, simplify employee job functionality and improve overall satisfaction. One way to accomplish this task is with agents. Agents provide many benefits to organizations. Employees can use them to assist their day-to-day activities. They can help to reduce the load on live agents by allowing incoming conversations on different channels to be routed to a Copilot agent first.
Microsoft Copilot Studio allows you to create powerful AI-powered agents to assist with a range of requests, from providing simple answers to common questions, to resolving issues that require complex conversations. With Microsoft Copilot Studio, organizations can create agents without the need for data scientists or developers, helping to reduce the time that it takes to deploy an agent solution. An agent contains multiple topics. Consider a topic as a way of representing a question or an item that the agent can assist with.
A topic contains two primary components:
Trigger - Represents keys words and phrases that a user can enter that help the system identify which topic to use.
Conversation path - A series of messages, actions, and other items that guide the customer through the topic.
For example, an organization might create a topic that's related to returning items. When a customer asks how to return an item, the system will recognize the text in the trigger. Then, it will use the conversation path that's associated with that topic to provide guidance to the user and help them with their issue.
The text that the user provides is compared against the different trigger phrases for all topics that are defined in the agent to find the most relevant topic. While a trigger phrase doesn't need to exactly match what the user entered, the system still needs to compare what the user provided against all triggers to find the correct topic. Based on the complexity of your agent, you might create hundreds of different topics. Creating hundreds of topics can be time-consuming, and it can be challenging when important information is present but isn't identified in a trigger. For example, personal identifying information, such as a phone number and addresses, might be needed to help identify the correct customer record in other systems that your organization uses. To handle these types of scenarios, organizations can integrate other services into an agent.
One cloud-based service that can help with this task is Microsoft Azure AI Services for Language. It can be used in agents created in Microsoft Copilot Studio to provide necessary tools to take your agent to the next level. This module will describe how to use Azure AI Services for Language in your Microsoft Copilot Studio agents.
Before you learn about the specifics, you'll first learn about Azure AI Services for Language. messages, actions, and other items that guide the customer through the topic.
For example, an organization might create a topic that's related to returning items. When a customer asks how to return an item, the system will recognize the text in the trigger. Then, it will use the conversation path that's associated with that topic to provide guidance to the user and help them with their issue.
The text that the user provides is compared against the different trigger phrases for all topics that are defined in the agent to find the most relevant topic. While a trigger phrase doesn't need to exactly match what the user entered, the system still needs to compare what the user provided against all triggers to find the correct topic. Based on the complexity of your agent, you might create hundreds of different topics. Creating hundreds of topics can be time-consuming, and it can be challenging when important information is present but isn't identified in a trigger. For example, personal identifying information, such as a phone number and addresses, might be needed to help identify the correct customer record in other systems that your organization uses. To handle these types of scenarios, organizations can integrate other services into an agent.
One cloud-based service that can help with this task is Microsoft Azure AI Services for Language. It can be used in agents created in Microsoft Copilot Studio to provide necessary tools to take your agents to the next level. This module will describe how to use Azure AI Services for Language in your Microsoft Copilot Studio agents.
Before you learn about the specifics, you'll first learn about Azure AI Services for Language.