{"id":6989,"date":"2021-12-06T10:29:04","date_gmt":"2021-12-06T18:29:04","guid":{"rendered":""},"modified":"2025-06-11T07:51:30","modified_gmt":"2025-06-11T14:51:30","slug":"automation-through-conversation-with-power-automate-and-power-virtual-agents","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/power-automate\/automation-through-conversation-with-power-automate-and-power-virtual-agents\/","title":{"rendered":"Automation through conversation with Power Automate and Power Virtual Agents"},"content":{"rendered":"<p>Microsoft <a href=\"https:\/\/flow.microsoft.com\">Power Automate<\/a> and Microsoft <a href=\"https:\/\/powervirtualagents.microsoft.com\/\">Power Virtual Agents<\/a> are two powerful capabilities that are addressing a growing trend to automate workflows and conversations through conversational bots. These low-code solutions are part of Microsoft\u2019s Power Platform and are helping to empower developers and non-coders alike to build intelligent conversational bots as powerful front-end experiences supported with Power Automate workflows.<\/p>\n<p>Keep reading to learn more about the benefits of automation through conversational bots and how you can get started. You can also watch this <a href=\"https:\/\/info.microsoft.com\/ww-landing-automateconversevirtualagents.html?lcid=en-us\">on-demand webinar<\/a> to see it in action.<\/p>\n<h2>Digital transformation with conversational bots<\/h2>\n<p>Organizations across all industries need to automate business processes to innovate, save costs, and serve employee and customer needs. But what if you could take it a step further and add personalization via a conversational experience, improving the availability of your automation?<\/p>\n<p>Power Virtual Agents support a variety of scenarios; from customers who are looking to update contact details to employees enrolling in their healthcare plans, to simple responses from a customer care team\u2014all of these scenarios can be supported through Power Virtual Agents bot topics powered with Power Automate workflows.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-6991 size-full aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture2.png\" alt=\"\" width=\"574\" height=\"403\" srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture2.webp 574w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture2-300x211.webp 300w\" sizes=\"auto, (max-width: 574px) 100vw, 574px\" \/><\/p>\n<p>We have seen customers adopt this approach for several reasons including:<\/p>\n<ul>\n<li><strong>Artificial intelligence<\/strong> helps understand the user\u2019s natural language, enabling the bot to route conversations to the correct topic or automation, even if the query contains errors such as spelling mistakes.<\/li>\n<li><strong>Personalized and human-like experiences <\/strong>for customers and colleagues through gathering user intent and reusing information from the Microsoft Graph and Microsoft Azure Active Directory.<\/li>\n<li><strong>Meet users on channels that work for them.<\/strong> Easily embed conversational bots wherever you engage, from websites, mobile apps, Facebook, Microsoft Teams, and dozens more.<\/li>\n<li><strong>Improve over time.<\/strong> Identify new conversational topics and opportunity for automation through AI-powered topic suggestions.<\/li>\n<\/ul>\n<p>Check out the quantifiable return on investment (ROI) associated with automation through conversation completed through these Forrester Consulting studies.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-7011 aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/12\/Screenshot-2021-11-30-171155.png\" alt=\"\" width=\"586\" height=\"204\" srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/12\/Screenshot-2021-11-30-171155.webp 586w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/12\/Screenshot-2021-11-30-171155-300x104.webp 300w\" sizes=\"auto, (max-width: 586px) 100vw, 586px\" \/><br \/>\n<em>Results are for a composite organization based on interviewed customers. These are the Total Economic Impact&#x2122; commissioned studies conducted by Forrester Consulting.<\/em><\/p>\n<h2>How do they work together?<\/h2>\n<h3>Seamlessly bring your Power Automate flows into Power Virtual Agents conversations<\/h3>\n<p>You can <a href=\"https:\/\/docs.microsoft.com\/en-us\/power-virtual-agents\/advanced-flow#:~:text=Power%20Virtual%20Agents%20web%20app%20You%20can%20enable,information%20about%20a%20user%20after%20they%27ve%20signed%20in.\" target=\"_blank\" rel=\"noopener\">perform an action in Power Virtual Agents by calling a Power Automate flow<\/a>. Flows can help you automate activities or call backend systems such as searching for the status of a customer order or booking an appointment.<\/p>\n<p>The flow could call out of a plethora of Power Automate tools from digital process automation with the <a href=\"https:\/\/powerautomate.microsoft.com\/en-us\/connectors\/\" target=\"_blank\" rel=\"noopener\">over 450 prebuilt connectors<\/a> to triggering <a href=\"https:\/\/powerautomate.microsoft.com\/en-us\/desktop\/\" target=\"_blank\" rel=\"noopener\">robotic process automation<\/a> through Power Automate for desktop.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6993 aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture3.png\" alt=\"\" width=\"729\" height=\"899\" srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture3.webp 729w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture3-243x300.webp 243w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/p>\n<h3>You can get started by:<\/h3>\n<p>1. Navigating to your Power Virtual Agents topics and select \u201cCall an Action\u201d in the node section.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6994 aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture4.png\" alt=\"\" width=\"1061\" height=\"533\" srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture4.webp 1061w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture4-300x151.webp 300w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture4-1024x514.webp 1024w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture4-768x386.webp 768w\" sizes=\"auto, (max-width: 1061px) 100vw, 1061px\" \/>2. Using the <strong>Create a flow <\/strong>option opens a starter flow template to begin creating your automated workflow. Now you can create flows that can complete a number of activities within your organization such as updating line of business applications based on the response from the end-user.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6995 aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture5.png\" alt=\"\" width=\"631\" height=\"513\" srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture5.webp 631w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture5-300x244.webp 300w\" sizes=\"auto, (max-width: 631px) 100vw, 631px\" \/><\/p>\n<p>Find more information on <a href=\"https:\/\/docs.microsoft.com\/en-us\/power-virtual-agents\/advanced-flow#:~:text=Power%20Virtual%20Agents%20web%20app%20You%20can%20enable,information%20about%20a%20user%20after%20they%27ve%20signed%20in.\" target=\"_blank\" rel=\"noopener\">adding actions to a bot using Power Automate.<\/a><\/p>\n<h3>Bring Power Virtual Agents into your Power Automate workflows with proactive messaging (preview)<\/h3>\n<p>Following <a href=\"https:\/\/powervirtualagents.microsoft.com\/en-us\/blog\/whats-new-with-power-virtual-agents-at-ignite\/\" target=\"_blank\" rel=\"noopener\">Microsoft Ignite\u2019s announcements for Power Virtual Agents<\/a>, bot builders will be able to <a href=\"https:\/\/docs.microsoft.com\/en-us\/power-virtual-agents\/teams\/advanced-proactive-message-teams\" target=\"_blank\" rel=\"noopener\">send proactive messages with Power Virtual Agents within Microsoft Teams<\/a>, supported by Power Automate. The proactive message can be sent to a user or group with full context, based on external trigger events.<\/p>\n<h3>To get started:<\/h3>\n<p>1. You will need to create a Power Automate flow, select \u201cpost message in a chat or channel\u201d and select your Power Virtual Agents bot.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6996 aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture6.png\" alt=\"\" width=\"498\" height=\"284\" \/><\/p>\n<p>2. You can then post as messages, adaptive cards, or adaptive cards with responses unlocking endless use cases within your organizations from HR, IT, to legal departments.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6997 aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture7.png\" alt=\"\" width=\"348\" height=\"343\" srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture7.webp 348w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture7-300x296.webp 300w\" sizes=\"auto, (max-width: 348px) 100vw, 348px\" \/><\/p>\n<p>Find the full guidance and technical information on how to <a href=\"https:\/\/docs.microsoft.com\/en-us\/power-virtual-agents\/teams\/advanced-proactive-message-teams\" target=\"_blank\" rel=\"noopener\">send proactive messages and cards from and to bots in Microsoft Teams.<\/a><\/p>\n<h2>How is Microsoft using automation through conversation?<\/h2>\n<p>Sometimes we get asked, how does Microsoft \u201ceat our own dog food?\u201d, well you may have noticed the <a href=\"https:\/\/powerautomate.microsoft.com\/en-us\/blog\/power-automate-cloud-flows-update\/?utm_campaign=PP-Weekly&amp;utm_medium=email&amp;utm_source=Revue%20newsletter\" target=\"_blank\" rel=\"noopener\">Power Virtual Agents bot across all pages in Power Automate<\/a>. Power Virtual Agents has been a great addition to helping enable users who have questions about the Power Automate product. The bot can answer your general questions like, \u201cHow do I share a flow or even specific questions\u201d or \u201cWhy is my flow running slow\u201d.<\/p>\n<p>You can test out the bot in the bottom left of each of the Power Automate web pages (for example Flow, Process Insights, AI Builder).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6998 aligncenter\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture8.png\" alt=\"\" width=\"940\" height=\"575\" srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture8.webp 940w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture8-300x184.webp 300w, https:\/\/cm-edgetun.pages.dev\/en-us\/power-platform\/blog\/wp-content\/uploads\/2021\/11\/Picture8-768x470.webp 768w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/><\/p>\n<p>Find more information on <a href=\"https:\/\/powerautomate.microsoft.com\/en-us\/blog\/power-automate-cloud-flows-update\/?utm_campaign=PP-Weekly&amp;utm_medium=email&amp;utm_source=Revue%20newsletter\" target=\"_blank\" rel=\"noopener\">Power Automate Cloud Flows.<\/a><\/p>\n<h2>Customers modernizing their processes through automation through conversation<\/h2>\n<p>Learn more about <a href=\"https:\/\/customers.microsoft.com\/en-us\/story\/863555-obb-travel-and-transportation-power-virtual-agents\" target=\"_blank\" rel=\"noopener\">\u00d6BB<\/a> and <a href=\"https:\/\/customers.microsoft.com\/en-us\/story\/1420166398092426080-city-of-ottawa-power-virutal-agents\" target=\"_blank\" rel=\"noopener\">City of Ottawa<\/a>.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-6999\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture9.jpg\" alt=\"\" width=\"266\" height=\"131\" \/><\/p>\n<p>The <a href=\"https:\/\/customers.microsoft.com\/en-us\/story\/1420166398092426080-city-of-ottawa-power-virutal-agents\" target=\"_blank\" rel=\"noopener\">City of Ottawa<\/a> used Power Virtual Agents to respond to the COVID-19 pandemic. Power Automate was used to support the system fallback topic which will pull relevant content from QnA Maker, the knowledge base into the bot.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-7000\" src=\"https:\/\/powerautomateblogmedia.azureedge.net\/powerautomateblog\/2021\/11\/Picture10.png\" alt=\"\" width=\"268\" height=\"90\" \/><br \/>\n<a href=\"https:\/\/customers.microsoft.com\/en-us\/story\/863555-obb-travel-and-transportation-power-virtual-agents\" target=\"_blank\" rel=\"noopener\">\u00d6BB<\/a> also uses Power Virtual Agents and Power Automate to streamline customer service workflows so that as it expands its bot\u2019s capabilities, it can deliver completely optimized ticket, travel, and rebate services through one chat window.<\/p>\n<h2>Learn more<\/h2>\n<p>We are excited to see your automation and bots come to life. Don\u2019t forget to watch the demand session on \u201c<a href=\"https:\/\/info.microsoft.com\/ww-landing-automateconversevirtualagents.html?lcid=en-us\" target=\"_blank\" rel=\"noopener\">Automation Through Conversation with Power Automate and Power Virtual Agents<\/a>\u201d and use the below resources.<\/p>\n<ul>\n<li><a href=\"https:\/\/docs.microsoft.com\/en-us\/learn\/browse\/?products=power-automate%2Cpower-virtual-agents&amp;expanded=power-platform\" target=\"_blank\" rel=\"noopener\">Learning material<\/a>.<\/li>\n<li><a href=\"https:\/\/powerusers.microsoft.com\/\" target=\"_blank\" rel=\"noopener\">Find a community<\/a>.<\/li>\n<li><a href=\"https:\/\/cloudblogs.microsoft.com\/powerplatform\/\" target=\"_blank\" rel=\"noopener\">Product blogs<\/a>.<\/li>\n<li><a href=\"https:\/\/docs.microsoft.com\/en-us\/learn\/certifications\/browse\/?products=power-platform\" target=\"_blank\" rel=\"noopener\">Certifications<\/a>.<\/li>\n<li><a href=\"https:\/\/customers.microsoft.com\/en-us\/search?sq=&amp;ff=&amp;p=0&amp;so=story_publish_date%20desc\" target=\"_blank\" rel=\"noopener\">Customer stories<\/a>.<\/li>\n<\/ul>\n<p>Get started with <a href=\"https:\/\/powervirtualagents.microsoft.com\">Power Virtual Agents<\/a> and <a href=\"https:\/\/flow.microsoft.com\/en-us\/\">Power Automate<\/a> to begin your digital transformation journey.<\/p>\n<p><strong>Sources:<\/strong><br \/>\n<a href=\"https:\/\/info.microsoft.com\/ww-landing-forrester-TEI-of-power-automate.html#:~:text=Three%20ways%20of%20using%20Power%20Automate%20saved%20companies,a%20three-year%20return%20on%20investment%20of%20199%20percent.\" target=\"_blank\" rel=\"noopener\">\u00b9<\/a>The Total Economic Impact&#x2122; Of Power Automate, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, April 2020<\/p>\n<p>\u00b2The Total Economic Impact&#x2122; Of Microsoft Power Virtual Agents, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, October 2021<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Microsoft Power Automate and Microsoft Power Virtual Agents are two powerful capabilities that are addressing an increased trend to automate workflows and conversations through conversational bots.<\/p>\n","protected":false},"author":416,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ms_queue_id":[],"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","_alt_title":"","ms-ems-related-posts":[],"footnotes":""},"audience":[3378],"content-type":[27,3423],"job-role":[],"product":[3474],"property":[],"topic":[],"coauthors":[2974],"class_list":["post-6989","post","type-post","status-publish","format-standard","hentry","audience-it-professional","content-type-customer-stories","content-type-tips-and-guides","product-power-automate"],"yoast_head":"<!-- This site is optimized with the 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