Duckie Introduction
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 MoreWhat 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.
How does Duckie work?
Duckie works by scanning connected knowledge sources to instantly find useful information for resolving support tickets. It can generate solutions based on previous tickets, documentation, and discussions. For technical issues, Duckie can diagnose problems using logs, code changes, dashboards, and customer data. It surfaces relevant error logs and provides diagnosis to help troubleshoot issues quickly. Duckie can also draft responses for review or directly respond to customers in supported channels. Additionally, it keeps support teams updated on engineering progress by linking Jira tickets and pull requests to support issues and automatically posting updates.
Benefits of Duckie
Using Duckie provides several key benefits for support teams. It dramatically reduces ticket resolution times by giving agents instant access to relevant product knowledge. This allows more tickets to be resolved per agent without escalation to engineering. The AI assistant can work 24/7, providing fast responses even outside business hours. By automating routine tasks and information gathering, Duckie frees up human agents to focus on more complex issues. The integration with existing tools and knowledge bases also improves overall team efficiency and knowledge sharing. Ultimately, Duckie enables support teams to provide faster, more accurate responses, leading to improved customer satisfaction.
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