What is DOC Assistant?
DOC, our centralized hub for OEM licensing transactions, now includes an AI powered Chat Interface, offering a self-serve option for our OEM Customers in resolving Revenue, Deployment, Usage & Sales (RDUS) blockers faster and independently.
Here are some of the amazing features:
- 24/7 immediate assistance for both OEM ecosystem and Microsoft Sales Teams
- Comprehensive support coverage on 135+ DOC functions, critical business process areas & customer FAQs
- An AI-driven experience that makes self-service the preferred solution for customers
Who is it for?
Designed for both internal and external DOC users, the DOC Assistant supports a wide range of tasks, from answering "how-to" questions to automatically creating support tickets. Its advanced AI understands user needs and delivers optimal solutions.
How does it work?
Built on GPT-4 technology, the DOC Assistant is intuitive and user-friendly, catering to both DOC beginners and experts. It is accessible 24/7 on any device, anywhere in the world. The more it's used, the smarter it gets, continuously improving and expanding its capabilities.
What’s In Scope?
- Phase 1 (Process Focus) is launching with a focus on supporting DOC's key functionality areas and top partner process inquiries across Agreements, Billing, Digital Attach, OA3tool, OEM Policy Document, Manufacturing, Software Order Center, Supply Chain & Manufacturing Services, MDOS, and Line 1 Support.
- DOC related Processes & Policies
- Users can ask about various processes & features related to OEM DOC transactions. For example: User Management, Digital Attach, Invoice Viewer, Hardware Compliance, Ordering, Reporting, Returns. High level categories and prompts are added to guide user in suggested queries to ask.
- One-Click Support
- When DOC Assistant is unable to resolve a query, it offers a seamless option to create a support ticket with just one click. This ensures that users can still get the necessary assistance from Support Agent who would review the session history and reach out to OEM with resolution over email.
- Thumbs Up/Down with text input
- Users can provide feedback on their experience and accuracy of the response through a simple thumps up/down mechanism. Additionally, they can include text input to give more detailed feedback. We encourage partners to provide feedback which is crucial for continuous improvement.
- Phase 2 (and future phases) will target to support transaction query and explore additional support scope, such as accessing partner account details, product key life cycle search, RMA status checking, agreement information, available SKUs, order history, etc.
Where can I access DOC Assistant?
On the DOC Homepage Digital Operations Center (microsoftoem.com), click on the DOC Assistant button in the bottom right corner to start a new DOC Assistant session.
Who can access DOC Assistant?
Only authorized and authenticated users who have access to Digital Operation Center can access this DOC Assistant. Users can from our top theme categories and related prompts to ask relevant questions, or type their own questions related to OEM DOC processes to get effective and relevant responses minimizing errors and enhancing user satisfaction.
Are there any limitations for DOC Assistant?
DOC Assistant is a robust tool designed to enhance support within the Digital Operations Center (DOC). However, it has certain limitations that users should be aware of to maximize its effectiveness.
- Scope of Knowledge: The system can only answer queries based on the knowledge it has been trained on (in areas of OEM process and policy related queries). If a query falls outside this scope, the assistant will not be able to provide an answer.
- Minimizing Impact: Users should create a support ticket with “one click” feature if DOC Assistant cannot answer their questions. This ensures that the query is addressed by a human support agent.