Integrating Now Assist in Virtual Agent with Microsoft Teams

Now Assist in Virtual Agent uses large language models (LLMs) and generative AI to improve the deflection rates and reduce the amount of time-consuming work that Natural Language Understanding (NLU) topic discovery once required.

Now Assist in Virtual Agent is available through portals on the chat widget, the mobile app, and Microsoft Teams. To integrate Now Assist in Virtual Agent with Microsoft Teams, see Configuring assistants overview. In step 12 of the procedure to Configuring assistants overview, there's the option to choose where to display Virtual Agent. Select Microsoft Teams.

Now Assist in Virtual Agent with Microsoft Teams relies on AI Search fallback topics. Within AI Search fallback topics, two types of results can appear:

1. Genius Results: Catalog items (conversational and non-conversational) and knowledge base articles (single-turn and multi-turn Q&A).

   図 : 1. Genius Results for catalog items and knowledge base articles

   

2. Regular search results (multi-link outputs in conversations).

For more information, see Exploring Now Assist in Virtual Agent and Virtual Agent feature support in Microsoft Teams conversations.