WEBVTT 00:00:00.000 --> 00:00:03.060 Today we're building a powerful AI chatbot in 00:00:03.060 --> 00:00:05.919 Microsoft Co -Pilot Studio. We call it Falcon 00:00:05.919 --> 00:00:10.679 Checking... Whoa! That's a dangerous chatbot. 00:00:10.980 --> 00:00:13.599 And we're placing it on the bank's website, but 00:00:13.599 --> 00:00:16.280 you can apply this concept to any business. This 00:00:16.280 --> 00:00:18.920 video is broken down into three sections. One, 00:00:18.960 --> 00:00:21.480 we're going to review the scenario. Two, we're 00:00:21.480 --> 00:00:23.640 going to demo the chatbot. And three, we're going 00:00:23.640 --> 00:00:26.460 to show you how it was built. My name is Shervin 00:00:26.460 --> 00:00:28.800 Shafi and I'm a Principal Engineer at Microsoft. 00:00:29.480 --> 00:00:36.240 Welcome to Collaboration Simplified. Okay so 00:00:36.240 --> 00:00:38.719 here's a scenario. There's a bank called Hotchotec 00:00:38.719 --> 00:00:41.299 and they have a legacy chatbot on their website 00:00:41.299 --> 00:00:43.539 but they're interested in the next generation 00:00:43.539 --> 00:00:46.979 chatbot powered by Copilot AI. They want it to 00:00:46.979 --> 00:00:50.020 be easy to build and also easy to use for their 00:00:50.020 --> 00:00:53.140 end users. So what we did was we built them Falcon 00:00:53.140 --> 00:00:56.700 Checking using Microsoft Copilot Studio and the 00:00:56.700 --> 00:01:00.039 latest concepts like multi -agent orchestration 00:01:00.039 --> 00:01:02.840 where you can have parent and child agents. So 00:01:02.840 --> 00:01:05.599 we created child agents for balance, transfer, 00:01:05.700 --> 00:01:08.299 branch, and lost cart. You'll see all this in 00:01:08.299 --> 00:01:10.939 the demo and the build. And we also created custom 00:01:10.939 --> 00:01:15.040 connectors for data using PowerApps, but these 00:01:15.040 --> 00:01:17.939 are available as tools inside Copilot Studio. 00:01:18.590 --> 00:01:20.790 Now, let me try to answer this question of, is 00:01:20.790 --> 00:01:23.730 this chatbot good enough to replace live agents? 00:01:23.890 --> 00:01:26.329 It's a very difficult question to answer. I'll 00:01:26.329 --> 00:01:28.670 give you my take, and I would also love to hear 00:01:28.670 --> 00:01:31.590 what your perspective is after you all see the 00:01:31.590 --> 00:01:35.510 demo and the build. My thinking is that now with 00:01:35.510 --> 00:01:38.969 GenAI, You can do a lot of reasoning and analysis, 00:01:39.230 --> 00:01:41.950 whereas before the programming logic was a lot 00:01:41.950 --> 00:01:45.069 more static. So we're good on that side. And 00:01:45.069 --> 00:01:47.549 I think it's just a matter of creating an agent 00:01:47.549 --> 00:01:50.629 or a chatbot that has access to all the information 00:01:50.629 --> 00:01:54.000 data sources so that it can reason over it. As 00:01:54.000 --> 00:01:56.200 long as you're able to give it all that data 00:01:56.200 --> 00:01:58.299 source information, you're probably going to 00:01:58.299 --> 00:02:00.680 have less and less scenarios where you're going 00:02:00.680 --> 00:02:04.140 to have to escalate to a live agent. So you probably 00:02:04.140 --> 00:02:07.140 can't completely eliminate live agents, but you 00:02:07.140 --> 00:02:10.460 can probably reduce the number of requests that 00:02:10.460 --> 00:02:13.280 get escalated to live agents. That's my take. 00:02:13.460 --> 00:02:16.199 I'd love to hear your perspective after you see 00:02:16.199 --> 00:02:23.509 the demo. I'm a customer, right? And I like to 00:02:23.509 --> 00:02:25.610 get in touch with my bank. And all I do is we're 00:02:25.610 --> 00:02:27.889 going to the website. I open this bubble here 00:02:27.889 --> 00:02:30.270 that says chat with Falcon Check -ins and I get 00:02:30.270 --> 00:02:33.210 a greeting for my agent. Hi, I'm Falcon Check 00:02:33.210 --> 00:02:35.289 -ins, your smart banking assistant. No calls, 00:02:35.289 --> 00:02:37.530 no tickets, no waiting in line. I want to start 00:02:37.530 --> 00:02:39.810 with what's the balance of my account? The answer 00:02:39.810 --> 00:02:43.080 from my agent is, okay. Which account would you 00:02:43.080 --> 00:02:45.460 like to check the balance for? Your options are 00:02:45.460 --> 00:02:47.259 check -in, savings, mortgage, or credit card. 00:02:47.340 --> 00:02:49.240 Okay, I just want to see the check -in's account. 00:02:49.419 --> 00:02:51.180 I'm going to get a response. That's my balance. 00:02:51.419 --> 00:02:53.280 I kind of need to save a little bit more money. 00:02:53.379 --> 00:02:54.900 And I said, you know what? What about my savings 00:02:54.900 --> 00:02:56.979 account? Let's just continue with the same context 00:02:56.979 --> 00:02:59.080 here. The response came back. Your savings account 00:02:59.080 --> 00:03:01.520 balance is $2 ,000, $2 ,500. Let's say you're 00:03:01.520 --> 00:03:03.460 going back here. You lost your car. It was stolen 00:03:03.460 --> 00:03:04.759 or whatever. You don't want to call the call 00:03:04.759 --> 00:03:06.939 center. I lost my car. Okay, let's select the 00:03:06.939 --> 00:03:10.099 account for which your car has been lost or stolen, 00:03:10.180 --> 00:03:13.840 my credit card. It froze my account as of right 00:03:13.840 --> 00:03:16.860 now. And here are your recent transactions. Also 00:03:16.860 --> 00:03:20.669 showed me which transactions have happened. recently 00:03:20.669 --> 00:03:23.210 for this particular car. And I say, I didn't 00:03:23.210 --> 00:03:25.229 make the last two. That says your credit card 00:03:25.229 --> 00:03:27.490 has been frozen and dispute have been raised 00:03:27.490 --> 00:03:30.349 for the last two transactions. You did not recognize 00:03:30.349 --> 00:03:32.150 a member of the dispute team will contact you 00:03:32.150 --> 00:03:33.889 within seven days. Let's do another one here. 00:03:33.990 --> 00:03:35.669 I want to transfer some money. Then it says, 00:03:35.729 --> 00:03:37.030 please provide the following details for the 00:03:37.030 --> 00:03:38.629 transfer. The account to transfer funds from, 00:03:38.729 --> 00:03:40.650 the account to transfer funds to, and the amount 00:03:40.650 --> 00:03:42.990 to transfer. And I'm going to say, from my checking 00:03:42.990 --> 00:03:44.969 account, please provide the account to transfer 00:03:44.969 --> 00:03:49.219 to my savings account, move $50. Actually, I 00:03:49.219 --> 00:03:51.800 think that's not what I want. So I'm going to 00:03:51.800 --> 00:03:56.060 go back and say, actually, make it $10 ,000 to 00:03:56.060 --> 00:03:59.500 my mortgage account instead. So yeah, let's switch 00:03:59.500 --> 00:04:03.039 the intention here. Your checking account balance 00:04:03.039 --> 00:04:05.580 is $563 ,000, which is insufficient to translate 00:04:05.580 --> 00:04:07.240 $10 ,000 to your mortgage account. Please choose 00:04:07.240 --> 00:04:08.879 a different amount or account. And I said, oops, 00:04:08.919 --> 00:04:11.819 sorry. I meant to say at $100 ,000. And is there 00:04:11.819 --> 00:04:15.449 a cash machine in Southport? two questions, two 00:04:15.449 --> 00:04:18.550 asks, one sentence, multitask. The transfer of 00:04:18.550 --> 00:04:20.509 100 from your checking account to your mortgage 00:04:20.509 --> 00:04:22.970 account has been successfully completed and will 00:04:22.970 --> 00:04:25.389 be posted on September 3rd. It came back with 00:04:25.389 --> 00:04:27.769 the response of, oh, you can find cash machines 00:04:27.769 --> 00:04:30.470 and software at this specific location. Again, 00:04:30.589 --> 00:04:33.709 multitask, contextual understanding, all within 00:04:33.709 --> 00:04:36.170 the same response. Yes, looks good, and we're 00:04:36.170 --> 00:04:39.170 good to go. That's kind of a very, very brief 00:04:39.170 --> 00:04:42.490 use case of multi -questions, multiple task questions, 00:04:42.689 --> 00:04:50.029 dynamically intelligent orchestration. Let me 00:04:50.029 --> 00:04:53.810 walk you through how all this can be done without 00:04:53.810 --> 00:04:57.769 running a line of code. on Studio. So here we 00:04:57.769 --> 00:05:00.209 are in Compact Studio. Here's my Falcon Shankies. 00:05:00.230 --> 00:05:02.230 This is my orchestrator. This is the customer 00:05:02.230 --> 00:05:04.509 facing agent. I have a description for my agent. 00:05:04.649 --> 00:05:06.990 I have enabled the orchestration to determine 00:05:06.990 --> 00:05:09.550 which, how to best response to my users and events. 00:05:09.649 --> 00:05:11.689 So I have that enabled as well. I have the base 00:05:11.689 --> 00:05:14.430 model as GPT -4 .0. I have instructions. Your 00:05:14.430 --> 00:05:17.490 name is Falcon. You assist retail banking customers 00:05:17.490 --> 00:05:19.610 by providing account bounce information, facilitating 00:05:19.610 --> 00:05:22.370 fund transfers, making payments, et cetera, et 00:05:22.370 --> 00:05:24.399 cetera. So this is the... very basic instructions 00:05:24.399 --> 00:05:27.279 i have knowledge sources like branches and halifax 00:05:27.279 --> 00:05:30.600 i have what search enabled to enhance the responses 00:05:30.600 --> 00:05:32.800 and then i have tools right we'll walk you through 00:05:32.800 --> 00:05:35.779 all these tools and then we have all the agents 00:05:35.779 --> 00:05:38.379 these are child ages like remember i mentioned 00:05:38.379 --> 00:05:42.199 before we have the master agent is falcon and 00:05:42.199 --> 00:05:46.689 falcon dynamically will call child agents to 00:05:46.689 --> 00:05:49.709 get things done. Let's talk about tools. These 00:05:49.709 --> 00:05:52.250 tools are basically custom connectors. We offer 00:05:52.250 --> 00:05:55.529 about, I think, 1 ,800 or even more out -of -the 00:05:55.529 --> 00:05:58.269 -box connectors to different systems, CRM, Salesforce, 00:05:58.290 --> 00:06:01.350 ServiceNow, you name it. But if your endpoint, 00:06:01.529 --> 00:06:03.910 your particular system is a database, there's 00:06:03.910 --> 00:06:06.089 no out -of -the -box connector, you can build 00:06:06.089 --> 00:06:07.990 your own connectors. It's basically a custom 00:06:07.990 --> 00:06:09.990 connector. And we have multiple here. So let 00:06:09.990 --> 00:06:11.870 me show you one example here. So for example, 00:06:11.930 --> 00:06:15.360 I want to freeze an account, right? There is 00:06:15.360 --> 00:06:18.379 an action or a tool that needs to be created 00:06:18.379 --> 00:06:20.920 in my Falcon check -ins to get things done. So 00:06:20.920 --> 00:06:23.420 I'm going to open that action or tool. The details 00:06:23.420 --> 00:06:25.199 of the freezing account, this is what the tool 00:06:25.199 --> 00:06:28.459 is going to do. This is a tool with all the user 00:06:28.459 --> 00:06:32.139 to freezer account. Here's the tool. Here's the 00:06:32.139 --> 00:06:34.540 connection. I'll walk you through how that connection 00:06:34.540 --> 00:06:38.089 was made in Power Platform. This is just a tool 00:06:38.089 --> 00:06:40.430 that will go and freeze the account. And there's 00:06:40.430 --> 00:06:42.889 an actual API that runs behind the scenes, and 00:06:42.889 --> 00:06:45.269 I will show you that. If I show you another example 00:06:45.269 --> 00:06:47.689 of another tool, the Get User Profile. The Get 00:06:47.689 --> 00:06:51.209 User Profile tool will pull the username and 00:06:51.209 --> 00:06:54.889 your authentication piece so it can go into this 00:06:54.889 --> 00:06:58.509 agent, Falcon Check -ins. and get your user data. 00:06:58.810 --> 00:07:01.930 So tools are basically custom connectors. Is 00:07:01.930 --> 00:07:03.930 that simple? If I show you that in the Power 00:07:03.930 --> 00:07:08.430 Apps, we kind of created a banking API custom 00:07:08.430 --> 00:07:11.250 connector to my customer database. This is what 00:07:11.250 --> 00:07:13.430 we did here. So if I go and edit here, I'm going 00:07:13.430 --> 00:07:16.069 to walk you through the name. This is basically 00:07:16.069 --> 00:07:19.350 a platform or database running in a serverless 00:07:19.350 --> 00:07:22.850 function in Azure. This can be anything, actually 00:07:22.850 --> 00:07:25.910 anything in your systems today. Here's the definitions. 00:07:26.639 --> 00:07:29.879 All those endpoints that you see here are actually 00:07:29.879 --> 00:07:33.100 definitions or endpoints that I created in this 00:07:33.100 --> 00:07:35.660 connector. So for example, the dispute transaction 00:07:35.660 --> 00:07:38.120 is an endpoint to dispute a specific transaction. 00:07:38.779 --> 00:07:41.240 This is a tool that would allow the users to 00:07:41.240 --> 00:07:43.860 dispute a specific transaction. Here's the API 00:07:43.860 --> 00:07:46.779 request, and this is the entries that I need 00:07:46.779 --> 00:07:49.379 to provide to get that executed. So it's an API 00:07:49.379 --> 00:07:53.920 call to my database using these variables to 00:07:54.329 --> 00:07:57.389 block or dispute a transaction. Then I have this 00:07:57.389 --> 00:07:59.850 child agents. Every time I ask for a balance, 00:07:59.949 --> 00:08:01.730 every time I ask for information about a branch, 00:08:02.029 --> 00:08:04.850 my card was telling how to transfer funds, Falcon 00:08:04.850 --> 00:08:07.430 check -ins, the orchestrator will call individually 00:08:07.430 --> 00:08:10.730 this agents to get those things done. So if example, 00:08:10.810 --> 00:08:13.290 I show you the balance agent, it's a child agent, 00:08:13.410 --> 00:08:17.329 right? I'm going to open this and here I get 00:08:17.329 --> 00:08:21.279 a name. I have a description. as well this is 00:08:21.279 --> 00:08:23.560 the instructions like remember we talk about 00:08:23.560 --> 00:08:26.639 this like there's benefits for it and for the 00:08:26.639 --> 00:08:29.579 end user actually it don't have to write code 00:08:29.579 --> 00:08:31.399 right you can use natural language instructions 00:08:31.399 --> 00:08:36.019 and say when when falcon check is the orchestrator 00:08:36.019 --> 00:08:38.740 will call the balance agent well based on this 00:08:38.740 --> 00:08:42.639 um if there's a balance question if there's any 00:08:42.639 --> 00:08:44.379 information about what's my balance here or there 00:08:44.379 --> 00:08:47.659 falcon will call balance agent And the balance 00:08:47.659 --> 00:08:50.259 agent will do this, will fetch the user profile 00:08:50.259 --> 00:08:53.320 on their accounts using the get user profile 00:08:53.320 --> 00:08:56.820 tool. Get user profile tool. It's right here, 00:08:56.899 --> 00:09:00.200 right? Right. And so I'm actually telling my 00:09:00.200 --> 00:09:03.379 child balance agent, use this tool that I already 00:09:03.379 --> 00:09:06.519 provided to you to get this done. Then if you 00:09:06.519 --> 00:09:09.399 don't already know, ask the user which account 00:09:09.399 --> 00:09:11.000 they want to check the balance for. Remember 00:09:11.000 --> 00:09:13.539 that case when I asked a question, what's my 00:09:13.539 --> 00:09:15.919 balance in Copilot? My agent came back with which 00:09:15.919 --> 00:09:18.750 account you want. If it's checking, if it's saving, 00:09:18.830 --> 00:09:21.110 it's right here. It's this instruction. And then 00:09:21.110 --> 00:09:24.009 finally, use this tool, get balance information 00:09:24.009 --> 00:09:27.129 to get the balance of the account the user chose 00:09:27.129 --> 00:09:29.690 and tell them the balance. So I'm pointing here 00:09:29.690 --> 00:09:32.429 different tools. And if I actually, let me show 00:09:32.429 --> 00:09:33.809 you this. Let me see if we can do this here. 00:09:33.870 --> 00:09:37.389 If I do here and I do forward slash and the instructions, 00:09:37.490 --> 00:09:40.429 it will offer me all the tools that I have that 00:09:40.429 --> 00:09:45.250 I can call out from. my agent instruction box. 00:09:45.330 --> 00:09:48.929 So I can be very descriptive on how I want you 00:09:48.929 --> 00:09:52.090 to behave. Balance agent uses tools that I provided 00:09:52.090 --> 00:09:54.710 to you. And then the startup repeats with the 00:09:54.710 --> 00:09:57.350 rest of the agents as well. So you have basically 00:09:57.350 --> 00:10:00.690 this kind of master agent, which is Falcon checking. 00:10:00.809 --> 00:10:03.690 You have four child agents. Each of these agents 00:10:03.690 --> 00:10:06.659 has. instructions and the instructions using 00:10:06.659 --> 00:10:09.759 the slash command you reference different tools 00:10:09.759 --> 00:10:13.220 and the tools are built in uh power platform 00:10:13.220 --> 00:10:15.960 that you showed as custom connectors so it's 00:10:15.960 --> 00:10:18.500 kind of like a hierarchy of different things 00:10:18.500 --> 00:10:21.500 that come into play to kind of create this end 00:10:21.500 --> 00:10:24.000 user experience that you demoed right right so 00:10:24.000 --> 00:10:26.419 if i asked what's the balance of my account now 00:10:26.419 --> 00:10:29.200 studio is going to switch the screen into the 00:10:29.200 --> 00:10:32.629 actual activity map And it will show me that 00:10:32.629 --> 00:10:35.470 Falcon called the balance agent because I asked 00:10:35.470 --> 00:10:37.990 for balance. And the balance agent is going to 00:10:37.990 --> 00:10:41.429 call the get user profile tool. OK, because the 00:10:41.429 --> 00:10:44.169 I told balance agent through instructions to 00:10:44.169 --> 00:10:46.690 pull information from the customer using this 00:10:46.690 --> 00:10:49.370 particular tool. So it's coming back with this 00:10:49.370 --> 00:10:53.690 information. And I say, I want my check. So now 00:10:53.690 --> 00:10:55.370 that I said that, I want my checking account, 00:10:55.529 --> 00:10:58.620 please. And this is the actual call to the API, 00:10:58.799 --> 00:11:00.759 get balance information. Now it's switched from 00:11:00.759 --> 00:11:03.759 get user profile. I enter the name of the account 00:11:03.759 --> 00:11:05.700 that I want, and now it's actually going and 00:11:05.700 --> 00:11:08.899 get the balance information tool. So the balance 00:11:08.899 --> 00:11:11.980 agent first called the get user profile, okay, 00:11:12.120 --> 00:11:14.799 to pull the information about the different accounts 00:11:14.799 --> 00:11:17.019 that I have under my name, and finally said, 00:11:17.159 --> 00:11:19.000 okay, now that I know the account that you want, 00:11:19.059 --> 00:11:20.659 because I said I want the check -ins account. 00:11:21.470 --> 00:11:23.830 balance agent called the balance information 00:11:23.830 --> 00:11:27.940 tool to give me the actual. balance. So this 00:11:27.940 --> 00:11:30.299 all happens behind the scenes, fucking check 00:11:30.299 --> 00:11:32.700 -ins, call balance agent. I think a lot of times 00:11:32.700 --> 00:11:36.600 people have a tough time visualizing what can 00:11:36.600 --> 00:11:38.840 be done with all these different tools Microsoft 00:11:38.840 --> 00:11:41.659 has, because again, I kind of look at it as like, 00:11:41.700 --> 00:11:44.039 we give all these Lego pieces to customers and 00:11:44.039 --> 00:11:46.379 we're like, build your own experience. And you've 00:11:46.379 --> 00:11:48.159 just kind of shown us the art of the possible. 00:11:48.360 --> 00:11:50.240 Wanted to thank you again, because every single 00:11:50.240 --> 00:11:52.919 time you come on here, you're showing some really 00:11:52.919 --> 00:11:55.980 excellent use case. Thank you. Appreciate it. 00:11:56.320 --> 00:11:58.100 You're welcome. Thank you. Thanks.