Microsoft today announced the public preview of its Power Virtual Agents tool, a new no-code tool for building chatbots that’s part of the company’s Power Platform, which also includes Microsoft Flow automation tool, which is being renamed to Power Automate today, and Power BI.
Built on top of Azure’s existing AI smarts and tools for building bots, Power Virtual Agents promises to make building a chatbot almost as easy as writing a Word document. With this, anybody within an organization could build a bot that walks a new employee through the onboarding experience for example.
“Power virtual agent is the newest addition to the Power Platform family,” said Microsoft’s Charles Lamanna in an interview ahead of today’s announcement. “Power Virtual Agent is very much focused on the same type of low code, accessible to anybody, no matter whether they’re a business user or business analyst or professional developer, to go build a conversational agent that’s AI-driven and can actually solve problems for your employees, for your customers, for your partners, in a very natural way.”
Power Virtual Agents handles the full lifecycle of the bot building experience, from the creation of the dialog to making it available in chat systems that include Teams, Slack, Facebook Messenger and others. Using Microsoft’s AI smarts, users don’t have to spend a lot of time defining every possible question and answer, but can instead rely on the tool to understand intentions and trigger the right action. “We do intent understanding, as well as entity extraction, to go and find the best topic for you to go down,” explained Lamanna. Like similar AI systems, the service also learns over time, based on feedback it receives from users.
One nice feature here is that if your setup outgrows the no-code/low-code stage and you need to get to the actual code, you’ll be able to convert the bot to Azure resources since that’s what’s powering the bot anyway. Once you’ve edited the code, you obviously can’t take it back into the no-code environment. “We have an expression for Power Platform, which is ‘no cliffs.’ […] The idea of ‘no cliffs’ is that the most common problem with a low-code platform is that, at some point, you want more control, you want code. And that’s frequently where low-code platforms run out of gas and you really have issues because you can’t have the pro dev take it over, you can’t make it mission-critical.”
The service is also integrated with tools like Power Automate/Microsoft Flow to allow users to trigger actions on other services based on the information the chatbot gathers.
Lamanna stressed that the service also generates lots of advanced analytics for those who are building bots with it. With this, users can see what topics are being asked about and where the system fails to provide answers, for example. It also visualizes the different text inputs that people provide so that bot builders can react to that.
Over the course of the last two or three years, we went from a lot of hype around chatbots to deep disillusionment with the experience they actually delivered. Lamanna isn’t fazed by that. In part, those earlier efforts failed because the developers weren’t close enough to the users. They weren’t product experts or part of the HR team inside a company. By using a low-code/no-code tool, he argues, the actual topic experts can build these bots. “If you hand it over to a developer or an AI specialist, they’re geniuses when it comes to developing code, but they won’t know the details and ins and outs of, say, the shoe business – and vice versa. So it actually changes how development happens.”