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Overview

Duckie’s AI Support Copilot answers your customer support team’s internal questions!

Duckie scans all connected knowledge sources, including documentations, past tickets, message history, engineering knowledge, and more, to find useful information and accurate answers quickly.

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Setup a Copilot

  1. Login to app.duckie.ai
  2. Click Add a copilot.

  1. Choose the workspace/channel you want Duckie to respond in. Currently, Copilot is available in Slack and Microsoft Teams.

    • Once you’ve selected the channel, go to Slack and invite Duckie to that channel.

  2. Add knowledge sources to this Copilot.

    • When you are connecting a knowledge source for the first time, you will need to grant Duckie permission first.
    • You can choose which folder/page/space you want Duckie to access and learn.
    • If you want Duckie to learn from a Slack channel, you need to select the Slack channel first, and then go to Slack, and invite Duckie to that Slack channel.

  3. Click “Create”.

  4. Duckie will start learning all the knowledge sources, which takes 30 mins - 2 hours. Once done, the icon will be updated and you will receive a notification from the Duckie team and you can start using Duckie!

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Update a Copilot

If you want to add/remove knowledge sources of a Copilot or make any other updates, simply click on it, and make updates. You can also deactivate, duplicate, or delete a Duckie Copilot.

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Use a Copilot

To ask Duckie a question, you can send a message with @Duckie in a Slack/Teams channel that Duckie works in.

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Provide Feedback

You will see a thumbsup/thumbsdown button for each of Duckie’s response. Giving Duckie feedback will improve Duckie’s response accuracy for you!

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