Duckie AI

Duckie, an AI-powered technical support assistant designed for B2B SaaS companies.

Key Points:

Purpose: Duckie enhances customer support by automating ticket resolution and assisting support teams with technical queries, reducing resolution times and escalations to engineering teams.

Core Features:

AI Agent: Automatically troubleshoots and resolves support tickets by delivering accurate responses directly to customers, leveraging a company’s knowledge base (e.g., Slack, Jira, Confluence, Sentry).

AI Copilot: Assists support agents by instantly searching documentation and providing relevant answers, saving up to 60 minutes per day per agent. It also drafts responses for review.

Knowledge Integration: Connects to over 25 sources (e.g., Notion, Zendesk, GitHub) to centralize and retrieve information, ensuring up-to-date solutions.

Automation Tools: Tracks code commits, links Jira tickets, and updates Slack or Zendesk with progress. It can also handle repetitive tasks like drafting post-mortems or status updates.

Image Understanding: Analyzes screenshots of errors or consoles to diagnose issues without requiring detailed user input.

Resolution Memory: Remembers past solutions to avoid repetitive research, improving efficiency for recurring issues.

Deployment Options: Integrates as a Slack/Teams bot, Zendesk app, or website widget with simple API setups, taking less than 5 minutes to deploy.

Benefits:

Efficiency: Reduces ticket resolution times by up to 10x and increases ticket-handling capacity.

Customer Satisfaction: Faster, accurate responses improve user experience.

Scalability: Adapts to growing support demands without additional staffing.

Engineering Relief: Cuts engineering escalations by 1.5x with detailed bug reports and logs.