Microsoft Teams で仮想サービス エージェントを使用する

In Microsoft Teams, the virtual service agent uses machine learning to recognize questions and requests. It can automate repetitive tasks using turn-by-turn conversation flows, artificial intelligence connected to your knowledge base, or a combination of both. Read more about how the virtual service agent works.

動作の仕組み

1. Microsoft Teams を使用しているお客様は、Assist に移動してダイレクト メッセージを送信します。

2. If you have any intents set to Active, the virtual service agent uses the match intent standard flow to match their question or search term to an intent, or responds using AI answers, if enabled. Read more about the match intent standard flow.

3. If the customer indicates that they still need help, the virtual service agent asks them to rephrase their question, or offers to create a work item for a human agent to resolve.

Microsoft Teams で仮想サービス エージェントを使用する

You need to be a space administrator to set up the virtual service agent on Microsoft Teams.

Before you activate the virtual service agent in Microsoft Teams, we recommend you test the virtual service agent to make sure it’s performing well.

1. If you haven’t already, set up Microsoft Teams for your space.

2. Set up your virtual agent.

3. Turn on AI answers, or set at least one intent to Active.

仮想サービス エージェントは自動的に Microsoft Teams での作業を開始します。

Microsoft Teams で仮想サービス エージェントをオフにする

To turn off the virtual service agent in Microsoft Teams, you need to turn it off in all customer-facing channels. Find out how to turn off the virtual service agent.