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About Duckie

Duckie is an AI-assistant that gives customer support teams the ability to resolve issues faster and independently.

Customer support teams use Duckie to:

  • Bridge the knowledge gap for the support team
  • Reduce resolution time
  • Reduce the number of escalations to engineering

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Features

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Auto-responder

Duckie can be set up to automatically respond to support tickets in your Slack channel, providing solutions and relevant knowledge sources to help your team resolve issues faster.

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Draft responses

Duckie helps draft responses to support tickets, and provides pre-defined templates for AI-assisted response improvements. Your team can review and approve responses before sending them to customers.

Duckie scans all connected knowledge sources, including documentations, past tickets, Slack history, and engineering knowledge sources such as code changes and logs, and find useful information and accurate answers quickly.

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Technical Investigation

Using logs, code changes, dashboards, and customer data, Duckie diagnoses issues and help troubleshoot technical issues faster, while reducing support team’s reliance on engineering.

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Auto-Generated Product Updates

Duckie keeps the support team up to date with product changes, by generating product change logs from code commits and updates from engineering tickets.

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