Power Virtual Agents in the Power Platform sucks.
I never believed in this component. I don’t like it.
The chatbots in Power Virtual Agents are scripted and feel very artificial.
I personally never liked to talk to a chatbot myself. There was only one time a chatbot could really help me, without routing the chat to a real human.
This channel is adding friction to customers, instead of helping them. 55% of customers said it took many questions by the chatbot to realize it couldn’t help them. Only 6% of organizations say they can deliver a good customer experience using this channel.
But now is ChatGPT entering the field. It feels like a live chat with a human.
Add this quality to Power Virtual Agents and we’ll experience a whole new world of automation of customer service.
Then I will have a look at Power Virtual Agents.
