Duckie
Duckie is an AI-powered assistant that helps customer support teams resolve tickets faster by providing product knowledge and investigation assistance without relying on engineering teams.
https://duckie.ai/
Product Information
Updated:Nov 9, 2024
What is Duckie
Duckie is an AI technical support assistant designed to enhance the capabilities of customer support teams. Founded in 2023 by Valerie Li and Joel Ritossa, Duckie integrates with existing support tools like Slack, Zendesk, and Microsoft Teams to provide instant access to product knowledge and technical assistance. It connects to over 25 knowledge sources including documentation, past tickets, Slack history, and more to quickly find relevant information for resolving support issues. Duckie aims to reduce resolution times, increase tickets resolved per agent, and decrease escalations to engineering teams.
Key Features of Duckie
Duckie is an AI-powered customer support assistant that helps support teams resolve tickets faster and more efficiently. It integrates with various knowledge sources and support tools to provide accurate information, automate responses, conduct technical investigations, and keep teams updated on engineering progress. Duckie aims to reduce reliance on engineering teams for support issues and improve overall support performance.
AI-powered Knowledge Search: Scans connected knowledge sources like documentation, past tickets, and Slack history to instantly find relevant information for resolving support tickets.
Automated Ticket Resolution: Generates solutions to support tickets by learning from previous interactions and can either respond directly to customers or draft responses for review.
Technical Investigation Assistance: Diagnoses technical issues using logs, code changes, dashboards, and customer data to help troubleshoot and triage tickets quickly.
Engineering Update Automation: Links Jira tickets and pull requests to support issues, automatically posting updates to keep support teams informed of engineering progress.
Multiple Integration Options: Connects with 25+ knowledge sources and integrates with popular support tools like Slack, Zendesk, Microsoft Teams, and Discord.
Use Cases of Duckie
SaaS Customer Support: Enables SaaS companies to provide faster, more accurate responses to customer inquiries without constantly relying on engineering teams.
Enterprise Support: Equips enterprise support teams with product and customer context to deliver high-quality and fast support to enterprise clients.
Technical Support Engineering: Assists technical support engineers in troubleshooting complex issues by providing engineering context and investigation assistance.
Developer Support: Acts as a front-line support for developers on platforms like Slack, Discord, or GitHub, answering technical questions and resolving issues.
Pros
Reduces resolution time and increases tickets resolved per agent
Decreases escalations to engineering teams
Integrates with multiple knowledge sources and support tools
Provides up-to-date product knowledge to support teams
Cons
May require initial setup and integration effort
Effectiveness depends on the quality and comprehensiveness of connected knowledge sources
Potential learning curve for support teams to adapt to AI-assisted workflows
How to Use Duckie
Sign up for a free trial: Start with a 14-day free trial of Duckie. The onboarding process takes less than 5 minutes.
Connect knowledge sources: Integrate Duckie with your existing knowledge bases like Notion, Confluence, Jira, Sentry, and other supported platforms (25+ integrations available).
Install Duckie in your support tools: Add Duckie to the platforms where you handle customer support, such as Slack, Zendesk, Microsoft Teams, or Discord. This can be done with a few button clicks.
Train Duckie on your product knowledge: Allow Duckie to scan and learn from your connected knowledge sources, including documentation, past tickets, and Slack history.
Use Duckie to answer customer questions: When a support issue comes up, Duckie will automatically search for relevant information and suggest solutions based on your knowledge base.
Leverage Duckie for technical investigation: For more complex issues, use Duckie to diagnose technical problems by analyzing logs, code changes, and customer data.
Generate and review responses: Duckie can draft responses to tickets which support agents can review and edit before sending to customers.
Set up automated updates: Configure Duckie to automatically post updates on ticket progress and link relevant Jira tickets or pull requests to support issues.
Monitor performance improvements: Track metrics like reduction in resolution time, increase in tickets resolved per agent, and decrease in escalations to engineering to measure Duckie's impact.
Duckie FAQs
Duckie is an AI assistant that helps customer support teams resolve tickets faster without relying on engineering. It connects to knowledge sources, generates solutions to support tickets, and provides accurate answers to customers.
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Analytics of Duckie Website
Duckie Traffic & Rankings
2.6K
Monthly Visits
#5875360
Global Rank
#36026
Category Rank
Traffic Trends: Jul 2024-Nov 2024
Duckie User Insights
00:00:30
Avg. Visit Duration
1.75
Pages Per Visit
48.12%
User Bounce Rate
Top Regions of Duckie
US: 68.48%
GB: 19.16%
CA: 6%
AM: 3.2%
DE: 3.16%
Others: NAN%
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