Power Platform Community Forum Thread Details

Hello,

I am interested in using Power Virtual Agents in order to create an FAQ or Knowledge Bot that would be deployed in Teams. I would like this Bot to be able to reduce the amount of support tickets that are created by acting as a filter between the staff member and our support ticketing software. Ideally, a staff member could pose their support question or topic to the Bot which would draw from a knowledge base in order to serve any resources related to the staff member's question. If the Bot is unable to provide the staff member with resources that would resolve the problem, the Bot could direct the staff member to fill in a service ticket.

Organizational challenges and goals we have include:

- A range of platforms and information storage systems that are not easily searched all at once. SharePoint, Litmos, PDFs, Office Products, Skillsoft, etc.

- Reducing the time between a support ticket being opened and a support ticket being closed

- Reducing the number of support tickets opened for questions that have already been resolved or for which adequate resources exist (many of our tickets are along the lines of, "where can I find XYZ?")

- Increasing staff confidence to execute their roles independently

Any input as to whether this combination of tools will be adequate to address the challenges and goals we have would be greatly appreciated. Worth noting that my team does not include developers at this time.

Categories:

General topics