Autonomous Agent Website Q&A Workshop: Enhancing Website Interactions

Workshop Overview

This workshop is designed for organizations looking to integrate Microsoft Copilot into their website interactions. Designed to provide expertise in both static and dynamic conversational models, it empowers participants to improve user engagement, automate backend processes, and ensure smooth transitions to live agents. Using Microsoft technologies like Dynamics 365 Customer Service Workspace, Power Automate, Azure OpenAI, and integrated knowledge sources, attendees will gain the skills needed to design, implement, and optimize Copilot for seamless, efficient website interactions.

What Will Be Covered?

Static Approach (Days 1–2)

Introduction to Copilot for Website Interactions: Understand static conversational paths and their benefits, focusing on structured, predictable user interactions.

Designing Topics and Flows: Learn to set up topics in Copilot Studio, map queries to predefined responses, and use variables for personalized experiences.

Power Automate Integration: Discover how to automate backend workflows and process data from Copilot conversations.

Testing and Optimization: Debug and refine conversation flows while handling variables for an improved user experience.

Live Agent Handoff: Configure Customer Service Workspace to enable seamless transitions to live agents.

Dynamic Approach (Days 3–4)

Introduction to Generative AI and Dynamic Responses: Explore the advantages of flexible, knowledge-based conversations.

Knowledge Integration: Learn to connect diverse knowledge sources like Word, Excel, PDFs, databases, and Custom Bing Search with Azure OpenAI for contextual responses.

Advanced Power Automate Integration: Master automating complex workflows using dynamic data.

Sensitive Data Handling: Ensure compliance and data security by setting up access control and filtering sensitive information.

Live Agent Handoff with Dynamic Context: Enable smooth transitions, ensuring complete context is carried forward to agents.

Workshop Agenda

Day 1: Static Approach – Structured Conversation with Copilot

Introduction to Copilot for Website Interactions.

Designing Topics and Conversation Flows.

Power Automate Integration for Data Manipulation.

Day 2: Static Approach – Testing and Optimization

Testing the Static Copilot Setup.

Advanced Use of Variables and Data Handling.

Configuring Customer Service Workspace for Live Agent Handoff.

Day 3: Dynamic Approach – Generative Responses with AI and Knowledge Sources

Introduction to the Dynamic Approach.

Integrating Knowledge Sources for Dynamic Responses.

Data Handling and Power Automate in the Dynamic Approach.

Day 4: Dynamic Approach – Handling Sensitive Data & Live Agent Handoff

Managing Sensitive Data in Copilot Conversations.

Advanced Use of Knowledge Sources & Azure OpenAI.

Configuring Customer Service Workspace for Live Agent Handoff.

Outputs and Deliverables

By the end of the workshop, participants will receive:

Topic Design and Flow Document: Comprehensive mapping of conversation topics, steps, and responses.

Power Automate Workflow Blueprint: Detailed workflows based on user interactions.

Knowledge Integration Guide: Instructions for integrating various knowledge sources.

Data Security Plan: Security measures for managing sensitive data.

Customer Service Workspace Integration Plan: Configuration guide for live agent handoffs.

Additional customization services, such as advanced AI model training, custom integrations, and expanded knowledge base creation, are available upon request.

Power Automate

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