Create an FAQ bot from existing data with continuous improvement guided by data champions

App Service
Bot Service
Language Understanding
QnA Maker
Application Insights

Solution ideas

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This solution idea shows how to use QnA Maker to answer common employee questions.


Architecture diagram: answer employee questions using internal knowledge bases and QnA Maker.

Download a Visio file of this architecture.


  1. Employee accesses FAQ bot.
  2. Azure Active Directory validates the employee's identity.
  3. Query is sent to Language Understanding (LUIS) model to get the intent of the query.
  4. Based in the intent, the query is redirected to the appropriate knowledge base.
  5. QnA Maker gives the best match to the incoming query.
  6. The result is shown to the employee.
  7. Data champions manage and update their QnA knowledge bases using feedback from user traffic.


Scenario details

QnA Maker enables you to create FAQ chatbots from existing data. The bot responds using existing company knowledge bases (KB). The bot can choose from multiple knowledge bases based on the intent of the query. And, with active learning, data champions in the company can improve the quality of the knowledge bases based on employee feedback.

Potential use cases

This solution is optimized for the retail industry.

Next steps

Microsoft Learn modules:

Azure Architecture Center overview article:

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