Advanced AI capabilities (including video) - Power Virtual Agents (2023)

AI models in Power Virtual Agents - background

Advanced AI capabilities (including video) - Power Virtual Agents (1)

Power Virtual Agents hosts multiple AI models and AI functions in a single service whose core is a transformer-based NLU (Natural Language Understanding) model.

Traditionally, intent collection (how an AI model determines the intent of a question it is asked by using NLU to understand what a user is asking) is formalized as a multi-class classification problem, where the model is strongly associated with known categories; Any change to these categories will result in a new AI model having to be created.

However, Power Virtual Agents uses a language understanding model that uses an example-based approach based on a deep neural model. Such a large model only has to be trained once with large amounts of data using AI supercomputing and can then be used for specific tasks with just a few examples without additional training. Use of this model is part ofAI at scaleInitiative from Microsoft and means that the way AI is developed and used is changing. Specifically for Power Virtual Agents, using this model gives bot creators an intuitive way to safely work on their bot content without having to involve AI experts.

With the Power Virtual Agents model, when creating trigger sets for a topic, you only need to provide a few examples. The examples on a single topic usually consist of 5 to 10 sentences.

Shorter trigger phrases are better and you should aim for 2 to 10 words in length. All you have to do is ensure that the trigger phrases are semantically distinct: changing a single verb or noun may be enough to expand the coverage of a topic. Adding things like new articles (changing or adding "the" or "a" or "an"), changing the case, adding contractions (it's you or not), or adding plurals doesn't improve resolution , since contractions are already accounted for in the AI ​​model.

Entities used in corresponding topics are automatically identified in user intents when matched against their trigger phrases. For example, the user intent "I want to book a ticket to Boston" matches the trigger phrase "I want to book a ticket to Paris".


The AI ​​features that are in preview are only available to bots built with English as the default language.

Overview of Advanced AI Features

There are some specific features that further improve the way the AI ​​in Power Virtual Agents understands what your bot users are asking and how the AI ​​provides answers. The video below provides an overview of these features, each of which is described in more detail on this page.

Registration of subject overlaps

Topic overlap detection helps improve topic trigger accuracy by finding overlaps between topics. Resolving topic overlap can help reduce the need for the bot to ask clarifying questions before triggering a topic.


Topic overlap detection is generally available and supportedAll languages ​​supported in Power Virtual Agents.

Once you enable advanced AI features, you can see a list of overlapping themes. Select in the navigation menuAnalyst, and then selecttopic triggerthe tab.

Advanced AI capabilities (including video) - Power Virtual Agents (2)

The list shows each overlapping topic along with a similarity score that represents a topic's overall overlap status and the number of topics that overlap the listed topic. The similarity score is determined by the AI ​​by assessing how semantically similar the overlapping trigger sets are to each other. A higher score indicates that a particular topic has one or more trigger phrases that are close to another topic's trigger phrases.

You can sort the list by similarity score, topic name, or the number of trigger phrase overlaps.

Selecting an item in the list displays the following:Details on the topic overlapThe window will open.

Advanced AI capabilities (including video) - Power Virtual Agents (3)

In this example, there is a trigger set in "Language support in Microsoft 365?" topic (What languages ​​is Microsoft 365 available in?) that semantically overlaps with a trigger phrase in "Use Microsoft 365 in other languages?". Theme (Can I use Microsoft 365 in languages ​​other than the one originally purchased?). In doing so, the AI ​​determined that both trigger sets are semantically similar (they contain similar sentences, words, and grammar).

Using semantically similar trigger phrases for two different topics can cause confusion as the bot may not know which topic to open and has to ask the bot user follow-up questions.

By identifying semantically similar trigger phrases, you can also determine if your topics are inherently similar and could be consolidated to simplify the bot-building process, or edited to differentiate the topics more clearly.

On itDetails on the topic overlapIn the "Link" area, you can select the link to go directly to the respective topic. You can also modify (or delete) the trigger statement directly.Details on the topic overlapField. chooseSaveto accept any changes.

Once you have saved the changes in theDetails on the topic overlapthe overlap status will be updated automatically. You can manually update the topic cascade status at any time by clicking the refresh button on the topic cascade interface.

Advanced AI capabilities (including video) - Power Virtual Agents (4)

Topic suggestions from chat transcripts (preview)

This feature analyzes sessions between your bot and users and shows you suggestions based on mismatched user input.

When activated, go toAnalyst>Theme trigger (preview). A list of potential topics will be displayed with the number of times users of the bot have made a request on this topic. The 200 best suggestions are displayed.

Advanced AI capabilities (including video) - Power Virtual Agents (5)

The Topic Suggestion Analyzer runs automatically every one to two hours. It searches all new queries created since the last time the analyzer was run, groups queries for which it could not find a match to an existing topic, and displays them in the list. Your bot needs at least 100 new conversations (since the last time a suggestion was generated) to trigger the process, and only suggestions with more than three user sessions are shown.

When you select a topic in the suggestion list, a topic suggestion window appears, showing the topic with some suggested trigger phrases. The suggested trigger phrases are based on requests from the bot users that could not be matched to an existing topic.

After reviewing the suggested trigger phrases, you can delete the entire suggested topic (e.g. if it's irrelevant to the bot) or add it to your topic list by choosingAdd to topics.

Advanced AI capabilities (including video) - Power Virtual Agents (6)

Auto trigger improvements (preview)

When activatedThe Auto Trigger feature improves intent triggering by using AI to automatically generate new trigger phrases by analyzing past bot traffic.

With the continuous learning in Power Virtual Agents that this feature provides, each conversation will make the next better - using reinforcement learning and signals from answers to "Did you mean?" questions: When the bot wonders about the bot user's answer is not sure he will Ask a clarifying question. The bot then automatically learns from the bot user's answers and does not have to ask again.

Over time, as users interact and talk to the bot, it gets better and better.

In the screenshot below, when the bot first encounters a question it doesn't understand, it asks for clarification.

Before automatically triggering improvements, a bot user asks a misspelled question, "I want to buy something," to which the bot replies, "Sorry, I didn't understand that. Did you mean:" and then gives some options, such asbuy goodsorbuy services. In this case, the bot user has chosenbuy goods.

The next time someone asks the same question, the bot won't ask for clarification. It knows from previous interactions that the bot user is likely asking to purchase items. The bot goes directly into the purchase topic and answers the question "I want to buy something" with "I want to help you with the order. Which federal state would you like to ship to?"

In this example, it also understands that the misspelling of "somethign" means "something", allowing it to submit the extended intent trigger even if the bot user's question is spelled differently.

Advanced AI capabilities (including video) - Power Virtual Agents (7)

Call customization (preview)

When this feature is enabledthe bot uses information from Microsoft Graph and Azure Active Directory (Azure AD) throughout the conversation. This feature allows the bot to use information it already has to improve and personalize future conversations. For example, if a user provides a name, email address, or zip code, those attributes are stored and used in subsequent conversations without the user having to be notified.

Specifically, when this feature is enabled and the bot asks questions like the ones in the table below, the appropriate user information is pulled from Microsoft Graph and Azure AD (for authenticated users) and provided as prompts that the user can choose as an option.

Advanced AI capabilities (including video) - Power Virtual Agents (8)

Example bot questionThe user property is automatically populated from Microsoft Graph or Azure AD
  • Where do you live?
  • In order to receive help in this matter, you must provide your address.
  • Thank you very much. Please give me 2-3 minutes to review your previous case. May I know your address?
  • OK. I need your annual income to help you.
  • OK. Can I have your annual income so I can help with this?
Annual Income
  • I'll help if I can. Would you like to tell me when you were born (day/month/year)?
  • what is your date of birth
  • Could you please tell me your date of birth?
birth date
  • I can help you with that. What is your business phone number so I can contact you?
  • Do you want to continue if you provide your work phone number to contact you?
business phone number
  • Can you state your place of residence?
  • Please enter your place of residence.
  • I agree. I would like to know where you live in order to continue. Please tell me which city you are in.
  • OK no problem. Can you tell me which country you live in?
  • I would be happy to help you with your concerns regarding your DVD. Before we proceed, please tell me the country you are in.
country of residence
  • In order to receive help in this matter, you must provide your email address.
  • Let me know the email address where I can contact you.
  • Please tell me: What is your fax number?
  • In order. Please enter your fax number for me.
Fax number
  • I would be happy to help you. By the way, may I ask for your first name so that I can address you correctly?
  • Please enter your name for me.
  • What's your first name?
First name
  • In order to receive help in this case, you must provide your gender.
  • Of course I can help with that. What is your gender?
  • Please enter your gender.
  • What is your home phone number?
  • Please enter your private phone number.
home phone number
  • I'll help if I can. Could you please tell me your job title?
  • Of course I want to help. Please enter your job title to continue.
job title
  • May I know your last name to continue?
  • I understand. Allow me to review this case number. Can you also tell me your last name so that I can address you correctly?
surname, surname
  • I'll see if I can help. Could you please enter the name of your director?
  • i will help you if i can Can you tell me the name of your principal, please?
  • What is your manager's name?
  • Please let us know the name of your supervisor.
Name des Managers
  • Would you like to state your marital status, please?
  • To help you, please enter your marital status.
Marital status
  • Wondering if you want to include your middle name?
  • I would be happy to help you. By the way, may I ask for your middle name so I can address you correctly?
Middle name
  • Could you please give me your cell phone number?
  • It's no problem. I just need your mobile number, please.
mobile number
  • I need your nickname please?
  • It's my pleasure to help. can you tell me your nickname
  • Naturally. In order to help you, I need to know how many children you have.
  • Please enter the number of your children.
Number of Children
  • I'll see if I can help. Do you want to enter your partner's full name?
  • Please tell me your spouse's first name.
  • Can you please tell me the first name of your husband or wife?
Spouse/Partner Name
  • Could you tell me which state you live in?
  • I can help you with that. What state do you reside in so I can continue?
State/Province of Residence
  • Wondering if you want to include your zip code?
  • I can help you with that. What is your zip code so I can continue?

Activate or deactivate AI functions

  1. Open a bot whose features you want to enable or disable.
  2. ExpandIdeasClick the tab and then selectAI Skills.
  3. For each feature, check the box to turn the feature on or off.
  4. chooseSaveat the top of the tab.

Advanced AI capabilities (including video) - Power Virtual Agents (9)

Top Articles
Latest Posts
Article information

Author: Maia Crooks Jr

Last Updated: 26/02/2023

Views: 5939

Rating: 4.2 / 5 (43 voted)

Reviews: 82% of readers found this page helpful

Author information

Name: Maia Crooks Jr

Birthday: 1997-09-21

Address: 93119 Joseph Street, Peggyfurt, NC 11582

Phone: +2983088926881

Job: Principal Design Liaison

Hobby: Web surfing, Skiing, role-playing games, Sketching, Polo, Sewing, Genealogy

Introduction: My name is Maia Crooks Jr, I am a homely, joyous, shiny, successful, hilarious, thoughtful, joyous person who loves writing and wants to share my knowledge and understanding with you.