CRM – Page 55 – Nishant Rana's Weblog

Publishing Bot to Azure and adding it to Skype (Microsoft Bot Framework)

Let us continue with our previous posts on using Microsoft Bot Framework to create a simple bot application that creates a lead in CRM.

In this post, we will be publishing our Bot application to Azure and also test it on Skype. Skype is one of the channel already configured for us.

Open the Azure Portal (Create a free trial if you do not have an account)

https://portal.azure.com

Right click on the application and select Publish.

Select Microsoft Azure App Service as the publish target.

Create the app service

Validate the connection and on successful connection click on Publish.

The published Bot Application –

Now to register our bot go to bot framework developer site

https://dev.botframework.com/

Enter all the required details.

Here URL will be the Destination URL of Azure where the Bot Application was published.

Click on Manage Microsoft App ID and Password

Click on Generate an Microsoft App ID and password.

Save the password and app id which will be used for configuration later.

Enter the App Id and click on Register to register the Bot.

We will get the message “Bot created” on successful registration.

Back in our bot application, open its web.config and specify value for app id and password and republish the app.

Once it is published successfully, inside our bot we can click on Test to check the connection.

We’d get the message “Endpoint authorization succeeded”.

Scrolling down we can see two channels web and skype already configured.

Click on Add to Skype to add the bot as a contact to skype.

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Click on “Add to Contacts”

Launch Skype.

We can see the Bot added to our contacts.

This is how we can easily publish the Bot to azure and add it to Skype.

Hope it helps..

Using LUIS AI in Microsoft Bot Framework – Part 2

Let us continue with our previous posts on using Microsoft Bot Framework

In our previous post we had configured, tested and trained our LUIS application.

Here we will update our bot application code and see how it works.

Add a new Dialog class named LUIS Dialog

The class implements LuisDialog interface and has attribute Serializable to it.

We also need to add an attribute LuisModel that takes in model id and subscription key.

To get the model id and subscription key, open the LUIS application we had created. (https://www.luis.ai/)

Get App Id from the Dashboard.

And API key from My Keys section.

Now one by one we will implement logic for each of our Intent, for this we will use LuisIntent Attribute.

Here we have wrote a method for each of the intent that we had configured earlier.

We would need to make following changes to our ModelController.cs to call the LUISDialog

Let us look at the Intent one by one

For Luis Intent – None :-

i.e. when no Intent found or Intent is None.

Here bot will reply with Sorry I do not understand if the intent is none.

Here the work meeska (utterance) is associated to None Intent.

Inside Bot emulator –

For Luis Intent – Greeting :-

If the user types in Hi or Hello the bot will respond with “Please let me know…” as it will figure out that the intent is Greeting.

For Luis Intent – QueryProduct:-

If the user types in “Do you have product1?” the Bot associates it to our Query Product intent as we had trained our LUIS app for this. Here if user asks for Product1, Product2 or Product3 the bot responds that it has those products else it responds with “Sorry we do not have that product”.

QueryProduct Intent associated to Product Entity –

Inside Bot Emulator –

For Luis Intent – Interest:-

For Intent Interest, we call our Form Dialog that we had created in the following post Using FormFlow in Microsoft Bot Framework.

It basically asks user about the product he is interested in, name and description and creates a lead record in CRM.

Interest intent –

The lead record created in CRM.

In the next post, we will see how to publish the application to Azure.

Hope it helps..

Using LUIS AI in Microsoft Bot Framework – Part 1

Let us continue with our previous posts on using Microsoft Bot Framework

In this post, we will add natural language processing to our Bot Application through LUIS i.e. Language Understanding Intelligent Service.

LUIS intercepts the User requests and converts it to comparable action for the bot.

The 3 most important aspects of LUIS Framework are

Intents – Identifies what actions you want your bot to take.
Entities – What things your bot is taking action on.
Utterances – Identifies phrases that links intents and entities.

Go to LUIS web site and Sign in

https://www.luis.ai/

After completing the sign up and finishing other details. Click on My apps link and select New App to create and register the app.

Provide the Name and culture as English and click on Create button.

Now as our app is created, we will now create the intent.

Go to the Dashboard of the app and select Create an intent.

Here we will create “Interest” as our first intent. Next, we define Utterances that points/associates to our intent.

Here we have defined want, interested and like as utterances associated to Interest.

So, for e.g. if we have following statement or response it will all point to the Interest intent.

I am interested to know about the product.
I want to know about the product
I like to know about the product.

Let us create a new Intent named Greeting and associate 2 utterances Hi and Hello to it.

Once we are done specifying our Intents the next important step is to Train and Test the application.

Select Train and Test and click on Train Application button.

Once the training is completed, we can make use of Interactive Testing interface to do the testing of our utterance and their score.

For e.g. hi utterance had full score i.e. 1 with Greeting intent and 0.19 and 0.13 with the other intent like Interest and None respectively.

Similarly, with “want” utterance we had .77 score for Interest intent.

Next, we test with meeska utterance for which we get the score of .66 with None Intent as this utterance is not associated to any of the intent we had defined nor it is understood by the application.

Now as we are done with testing let us publish it.

Once published, it will provide us with Endpoint URL.

We can append the text to the query string q in the above URL to get the JSON result. (as testing)

Now let us play around with Entity.

Select Entities link and click on Add custom entity button.

Here we are adding an entity named Product.

Now create one more intent that we will associate to this Entity Product named QueryProduct.

Let us add a new utterance, “do you have product1?” and here we will associate the product1 word with the Product entity.

To do so left click on the Product1 word, and select Product from the drop down.

This associates “Do you have [[xyz]]?” with Product entity.

We can quickly test it. Type any utterance like “Do you have x?” and in the result, we can see it being associated to QueryProduct1 intent with full score (1).

Now as we are done with all our configuration, training and testing, we need to train and publish the application again to have all the changes reflected.

In the next post we’d update our bot application to incorporate LUIS AI to it.

Hope it helps..

Configuring Live Assist (Preview) for Dynamics 365.

Let us see how we can configure Live Assist step by step.

First, go to Applications tab of the Dynamics 365 Administration Center.

Select Live Assist for Dynamics 365 and click on Manage.

Click on Accept to give permission to the app.

Select the Dynamics 365 Instance and provide your email id, accept the terms and conditions and click on Submit.

This configures the Live Assist on the specified Dynamics 365 Instance and also sends the email to the email id specified.

Once the configuration is done, we can see the new Live Assist section added in our Settings area.

There we can click on Admin URL of Live Assist for further configuration.

Clicking on it opens the Admin Center.

Click on Confirm and Authorize.

The Dashboard of the admin center.

The Get Started page.

Code Snippet that we can use to enable Live Assist in web site.

Live Assist adds a new panel on the right inside CRM.

To test it we can make use of Demo Site provided along with Live Assist.

The agent within CRM can click on Conversation Icon and “Grab a chat” to start conversation.

Now suppose we want to configure our CRM Portal to use it. For this we need to copy the code snippet provided earlier. Go to the Header web template of our Web Site and paste the JavaScript code to our Header’s source code.

This enables Live Assist in the portal.

Communication between the CRM user and the Portal user.

The helpful links and video

https://neilparkhurst.com/2017/04/09/cafex-live-assist-my-initial-install-with-usd/

https://blogs.technet.microsoft.com/lystavlen/2017/03/16/live-assist-for-dynamics-365-first-look/

Hope it helps..

Setting Regarding of a record in Automatic Record Creation and Update Rules in Dynamics 365

Hi,

While implementing a scenario i.e. automatic case creation on phone call create using Automatic Record Creation and Updating Rules, we found that whenever we were setting the Regarding Object in the Phone Call activity, the case record was not getting created.

Create Case Rule Item –

Creating a Phone Call record using Case as Regarding object.

Workflow ran but the case record was not created.

Then we created phone call activity record without setting the regarding object. This time workflow ran and created the case record.

Basically, the workflow creates the case record and updates the Regarding Object in the Phone call record with this newly created case record.

However, if we check the Official documentation

https://www.microsoft.com/en-us/dynamics/crm-customer-center/set-up-rules-to-automatically-create-or-update-records-in-dynamics-365-customer-service.aspx#bkmk_RuleAndQueues

we have this mentioned

However, in our case we created a phone call record with case as regarding object and had case as the entity selected in the Create Record step, in this case also the Action were not executed.

Hope it helps..