Duckie Howto
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.
View MoreHow 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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