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FAQ Plus

Chatbots are an easy way to provide answers to frequently asked questions by end-users. However, most chatbots fail to engage with end-users in meaningful way because there is no human in the loop when the chatbot fails.

FAQ Plus bot is a friendly Q&A bot that brings a human in the loop when it is unable to help. One can ask the bot a question and the bot responds with an answer if it is contained in the knowledge base. If not, the bot allows the end-user to submit a query which then gets posted in a pre-configured team of experts to provide support by acting upon the notifications from within their team itself.

Applicable scenarios: FAQ Plus works really well for light weight QnA and help desk scenarios. It also works well to provide quick support when launching new projects/initiatives in the organization.

FAQ Plus has following features:

• An Enduser interacting with FAQ Plus:

• Experts team using FAQ Plus:

FAQ Plus adds the following new capabilities on top of existing features

Members of the experts team will now be able to

• add a new QnA pair to the Knowledge base directly using Messaging extension
• edit and delete QnA pairs added through the bot
• track history of experts updating QnA pair
• configure the answer to show up as a adaptive card with additional details like Title, Subtitle, Image, etc. instead of usual text based answer

Please refer the following documentation links for further details related to the app:

• Solution overview

  • Data stores
  • Cost estimate

• Deploying the app

  • Deployment guide
  • Troubleshooting