Business Assist (Preview)

Business Assist connector provides a set of services to automate common customer-success tasks. Customer service leaders, managers and agent personas can use it to reliably predict service-call volumes (to manage staffing levels), cluster customer feedback (to focus on the right investments) and generate self-help solutions for Microsoft 365 product issues. Reduce your organization’s helpdesk cost and provide great customer experience by adopting the same services that power Microsoft Support.

This connector is available in the following products and regions:

Service	Class	Regions
Logic Apps	Standard	All Logic Apps regions except the following:      -   Azure Government regions      -   Azure China regions      -   US Department of Defense (DoD)
Power Automate	Premium	All Power Automate regions except the following:      -   US Government (GCC)      -   US Government (GCC High)      -   China Cloud operated by 21Vianet      -   US Department of Defense (DoD)
Power Apps	Premium	All Power Apps regions except the following:      -   US Government (GCC)      -   US Government (GCC High)      -   China Cloud operated by 21Vianet      -   US Department of Defense (DoD)

Contact
Name	Microsoft
URL	https://admin.microsoft.com
Email	PowerConnector-BA@microsoft.com

Connector Metadata
Publisher	Microsoft
Website	https://microsoft.com
Privacy policy	https://support.microsoft.com/privacy
Categories	AI

The Business Assist APIs are a set of Machine learning based tools developed to help automate common customer success-oriented tasks. They will help customers and partners achieve their goals to reduce costs, more efficiently listen to customers, and respond to their needs more quickly. These tools will allow large scale data analysis to be performed quickly and automatically. The Business Assist APIs give you tools to better understand your customers' wants and needs and respond to them more quickly.

Create Forecast

Customer service organizations need to reliably predict service call volumes to allocate resources and set staffing levels appropriately. Analyzing past trends and volume levels manually is a time-consuming task. Using machine learning can speed up the process considerably. The Business Assist Forecast API brings the ability to quickly and confidently forecast future support case volume based on historical data.

Forecast support case volume allows you to confidently forecast future support case volume based on historical data. To process forecast share input historical support case volume data in the JSON format. You need to share the seasonality based on what cadence you want to get forecast results. You can retrieve the forecast output results in the JSON file format.

Create Text Analytics

Business Assist Text Analytics service can reduce time and operation costs in feedback data analysis for open-text questions significantly. Our APIs conform to REST architectural style and allow for interaction with RESTful web services.

The Topic Clustering helps to identify and cluster similar responses together and highlight the topics that require your attention most. Feedback text analytics allows you to identify key topics and sentiments from large number of free text responses from any customer/employee surveys. Allowing you to understand crucial pain points of your customers and improve the overall experience.

Get Self-help Insights

Organizations can improve their customers' experience by helping users solve issues on their own without ever needing to contact support. Business Assist Self Help helps find self-serve solutions from Microsoft's extensive library of support articles.

Increase end user satisfaction and reduce your helpdesk costs by integrating with Microsoft 365 self-help, created by product teams, and powered by machine learning. M365 self-help combines user intent (how users express their problem) with what we know about users to show the right self-help solution at the right time. It also returns top web search results to increase self-help success.

Prerequisites

You will need the following to proceed:

A Microsoft PowerApps or Microsoft Power Automate plan with custom connector feature. An Azure subscription.

How to get credentials

1. You need to have your app registered in Microsoft Entra ID, as APIs used by the connector are secured by Microsoft Entra ID.
2. Generate a client secret id, copy that secret value before you close or redirect to another blade.
3. You can connect securely with the connector.

Get started with your connector

1. Select "Create"
2. Select "Automated Cloud Flow".
3. Under Triggers select “Manually trigger a flow”.
4. Select "New Step".
5. Under "Actions" under "Premium" search for Business Assist conenctor.
6. Based on the service you want to use, you can select the Forecasting, TextAnalytics or SelfHelp connector.
7. Once you have selected the service, you can add the input in json format and click save and test the flow and get the output results.

Common errors and remedies

Highlight any errors that might commonly occur when using the connector (such as HTTP status code errors), and what the user should do to resolve the error.

1. HTTP status: 500 a. Submit Request Failed: The request failed because of an internal error. b. Get Status Request Failed: The request failed because of an internal error. c. Get Result Request Failed: The request failed because of an internal error.
2. HTTP status: 403 Ensure your application is registered and you are connected with Business Assist connector.

Creating a connection

The connector supports the following authentication types:

Default	Parameters for creating connection.	All regions	Not shareable

Default

Applicable: All regions

Parameters for creating connection.

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Throttling Limits

Name	Calls	Renewal Period
API calls per connection	100	60 seconds

Actions

Create forecast job	Submit forecast job to Business Assist.
Create text analytic job	Submit text analytic job to Business Assist.
Get self-help insights	Get self-help insights from Business Assist.

Create forecast job

Operation ID:

CreateForecastJob

Submit forecast job to Business Assist.

Parameters

Name	Key	Required	Type	Description
Name	Name	True	string	User-defined name for the Forecast job.
Forecast end date	EndDateTime	True	string	End date for the forecasting. It can be yyyymmdd, mm/dd/yyyy, or other widely known date format.
Seasonality	Seasonality	True	string	Divide forecasts by time periods for comparison. Select at most two seasonality from (daily, weekly, monthly, quarterly, yearly).
Include prediction interval	IncludePredictionInterval	True	boolean	Include prediction interval with results.
History data JSON	inputDataJson	True	string	JSON-formatted version of the historical data. For example, ``[{"Date":"2022-07-01","Ticket":"195","DAO":"20000"},{"Date":"2022-07-02","Ticket":"774","DAO":"20500"}]`.
Date property name	DateTimeColumnName	True	string	Column header for the column containing data and time information.
Volume property name	VolumeColumnName	True	string	Column header for the column containing volume data.
Adjustment property names	AdjustmentColumnNames		array of string	["DAO"]
Special date data JSON	SpecialDateDataJson		string	JSON-formatted string containing special date data. [{"Date":"2021-10-28","Name":"IgniteDay1"}].
Special date adjustment data JSON	SpecialDateAdjustmentDataJson		string	JSON-formatted string containing adjustments to make on special dates. [{"Date":"2022-10-01","Ratio":"-0.3"}].
Name of the column in the `specialDateFileName` listing dates for special days and holidays	SpecialDateColumnName		string	Special date column name.
Name of the column in the `specialDateFilename` listing names of special days and holidays	SpecialDateEventColumnName		string	Special date event column name.
Special date adjustment property name	SpecialDateAdjustmentColumnName		string	Name of the column in the special event data describing the adjustments to make.

Returns

Name	Path	Type	Description
OperationId	OperationId	string	Job ID, use to get status and results.
Name	Name	string	User-defined name for the Forecast job.
Status	Status	integer	Status code of forecast job.
Diagnostics	Diagnostics	string	Errors or warnings generated during job creation.
predictions	Results.predictions	array of object
date	Results.predictions.date	string	Forecast date.
forecast	Results.predictions.forecast	float	Forecast value.
low	Results.predictions.low	float	Forecast low.
high	Results.predictions.high	float	Forecast high.

Create text analytic job

Operation ID:

CreateCluserting

Submit text analytic job to Business Assist.

Parameters

Name	Key	Required	Type	Description
Name	Name		string	Name of the submitted job.
ReturnOriginalText	ReturnOriginalText		boolean	Returns original text if the flag is set.
ReturnEnglishText	ReturnEnglishText		boolean	Returns English text if the flag is set.
recordId	recordId		string	Unique identifier for a single response item.
text	text		string	The text of a single response item. This may be multiple sentences.

Returns

Name	Path	Type	Description
operationId	operationId	string	OperationId of the submitted job.
status	status	integer	Status of the submitted job.
diagnostics	diagnostics	string	Errors or warnings generated during job creation.
result	results.result	array of object
recordId	results.result.recordId	string	Unique identifier for each individual response item.
topicId	results.result.topicId	integer	Unique identifier given to each topic cluster. You can query or filter results based on this id.
topicConfidence	results.result.topicConfidence	float	Confidence of the machine learning models regarding the clustering of the topic. A higher score is more likely to belong to a cluster.
topicLabel	results.result.topicLabel	string	Text label given to each cluster.
sentiment	results.result.sentiment	string	Assessment of whether feedback is positive, negative, or neutral.
originalText	results.result.originalText	string	Original request text submitted to the Create Cluster API request, returned as a part of results response. Optional, depending on the value of returnOriginalText sent with the Create Cluster request.
englishText	results.result.englishText	string	This property contains the English translation of the original text. For non-English original text records, englishText contains the text translated into English from the original text provided by the user. For English original text records, englishText contains the original text. Optional, depending on the value of returnEnglishText sent with the Create Cluster request.

Get self-help insights

Operation ID:

GetSelfHelpInsights

Get self-help insights from Business Assist.

Parameters

Name	Key	Required	Type	Description
Problem Description	QueryText	True	string	Text of the user's query.
Locale	Locale	True	string	Locale to use for the solution returned.

Returns

Name	Path	Type	Description
solutions	solutions	array of object	Instant answer to the user query. Contains title, details and SolutionConfidence score.
title	solutions.title	string	Solution or article title.
details	solutions.details	string	Preview text of article or content.
solutionConfidence	solutions.solutionConfidence	float	Algorithmic confidence score of the confidence the solution is relevant to the query.
webSearchResults	webSearchResults	array of object	Related article from the web search.Contains the title, details, and url found through a web search.
title	webSearchResults.title	string	Solution or article title.
details	webSearchResults.details	string	Preview text of article or content.
url	webSearchResults.url	string	Link to full content of the WebSearchResults.
serviceIncidents	serviceIncidents	array of object	Service incidents.
id	serviceIncidents.id	string	Response id.
serviceName	serviceIncidents.serviceName	string	Service name.
issueType	serviceIncidents.issueType	string	Issue type.
startTime	serviceIncidents.startTime	string	Start time.
endTime	serviceIncidents.endTime	string	End time.
lastUpdatedTime	serviceIncidents.lastUpdatedTime	string	Last updated time.
impactDescription	serviceIncidents.impactDescription	string	Impact description.
title	serviceIncidents.title	string	Issue title.
severity	serviceIncidents.severity	string	Issue severity.
issueStatus	serviceIncidents.issueStatus	string	Issue status.
isIncidentResolved	serviceIncidents.isIncidentResolved	boolean	Is incident resolved.