Utilization of Microsoft Virtual Agents for Learning Academy

Introduction:

This blog is intended to highlight the usage of Microsoft Virtual Agents for a leaning academy. Few days before I got a query, how the virtual agents potential can be harness for leaning academy to respond to their student's online queries. To showcase the role of power agents, I have created a small PoC that would be sharing with you all via this blog.

Use Case:

A primer instructor-led institute was getting a lot of queries over online chat on how one can start their career to become a Microsoft Business Developer, what would be the traveling path to gain the knowledge, related study material, etc.  Responding to student queries were taking much time and consume their maximum bandwidths of the institute customer service team.

Issues:

1-     There was the lag in reply as the service agents were not able to answer all students queries

2-     The students were not happy as they were not getting replies with the same moments.

3-     The institute credibility was degrading in the market due to this

4-     Also all above were impacting on revenue

Proposed Solution:

Power Virtual Agents empowers us to easily create powerful bots using a guided, no-code graphical interface. This addresses the major issues i.e. need immediate assistance to students over chat. This also reduces the waiting time that was another pain area for the students to get a reply from the customer service staff.

Benefits of the proposed solution

1-     24 X 7 Immediate reply to students

2-     Improve Customer satisfaction

3-     A guided flow to communicate to students to design their career path

4-     24 x 7 automatic support

5-     Natural language conversational 

6-     Monitors all chat records

Conversation Tree:-

This conversation tree takes the students via a predefined path from the top-bottom level. The topics are the Microsoft Business application areas for which students are keen to query.