En esta sesión se vera un caso de adopción de Virtual Agents con Teams para soporte de POS (retail)

1. Teams y Virtual
Agents para
soporte

2. Lorem
• Trujillo Investment SA
• Líder de comunidad CEC (antes PASS)
• Dynamics 365 F&O, CE and Commerce
• Azure – Infrastructure
• Power Platform
• MCT desde 2011 en plataforma Microsoft
Juan Rafael
Arquitecto de Soluciones Dynamics 365

3. Overview of Microsoft Teams
Microsoft Teams delivers in four core areas to create a digital workspace
for high-performing teams:
• Communicate (Chat and Telephony)
• Collaborate
• Customize
• Work with confidence
Deep integration of Teams with
Office 365:
• Teams channels
• Standard vs. Private channels
• Teams chat
• Private vs. channel chat

4. Microsoft Teams integration with Microsoft
365
Microsoft 365 apps and services
• Outlook
• SharePoint
• Yammer
• Forms
• Planner and Tasks
• Streams
• Word, Excel, PowerPoint
• OneNote
• Bots
• Messaging extensions
• Tabs
• Connectors

5. Microsoft Teams integration with Microsoft
365 (cont.)
Outlook
• Share to Outlook
• Share to Teams
• Actionable missed activity emails
Share to Outlook Share to Teams Actionable missed activity emails

6. Microsoft Teams integration with Microsoft
365 (cont.)
SharePoint
Yammer
SharePoint
Yammer

7. Microsoft Teams integration with Microsoft
365 (cont.)
Forms
• Create or edit the survey
• Fill out the survey
• View the survey results
Create/Edit survey
Fill out survey
Survey results

8. Microsoft Teams integration with Power
Platform
Microsoft Teams combines capabilities from a wide spectrum of tools to create a fully integrated experience

9. Power BI
Seamlessly connect and transform data into accessible visualizations, to make decisions quickly and
confidently
Power Apps
Easily create custom apps to modernize processes to meet your needs with your data, enhancing
efficiency and collaboration
Power Automate
Quickly automate intelligent, data-powered workflows, from simple tasks to radical transformations,
improving agility and productivity
Microsoft Teams integration with Power Platform
(cont.)

10. Overview of Microsoft Teams architecture
Teams integration with Microsoft 365 Groups
Teams adds several new features to a Microsoft 365 Group
• Chat capabilities for 1:1 and 1:n instant messaging
• Public and private channels
• A dedicated SharePoint document library for any public and private channel
• Integration of apps, native, third-party and
line of business apps into a unified client
Dependencies of Microsoft Teams
Limits of Microsoft Teams

11. What is Power
Virtual Agent
Overview
?

12. Why use a Chat Bot
Highlights
Empower subject matter experts
Enable rich and natural language
Enable bots to take action
?

13. What are the Key
concepts
Concepts
?

14. Different type of
Channels
Channels
.
Mobile
Facebook
MS Teams
Skype
Cortana
Slack
Telegram
Twilio
Line
Kik
GroupMe
Direct Line
Speech
Email
Website

15. PARA LA GESTIÓN DE LOS PROCESOS
DE SOPORTE – ERP D365
ASISTENTE
VIRTUAL

16. AGENDA
DIAGRAMA DE
PROCESOS
REQUERIMIENTOS
DEL ASISTENTE
VIRTUAL
REVIEW DEL
ASISTENTE
VIRTUAL
ACTIVIDADES
SPRINT 25
1 2 3 4

17. ACTUAL PROCESO DE LA GESTIÓN DE
SOPORTE – RETAIL

18. PROPUESTA PARA EL PROCESO DE LA GESTIÓN
DE SOPORTE – RETAIL

19. REQUERIMIENTOS FUNCIONALES
Comprender el
lenguaje natural.
Resolver idóneamente
los incidentes.
Registrar el historial de
incidentes.

20. REQUERIMIENTOS NO FUNCIONALES
Disponibilidad real
time para atender las
incidencias.
Gestionar el personal
para atender las
incidencias.
Limitar mensajes
inadecuados para el
personal.

21. Gracias