It is an AI-powered customer support solution designed to assist B2B SaaS companies by automating and enhancing their support processes. Duckie acts as an AI support assistant and copilot, helping technical and fintech users resolve support tickets efficiently. It learns from previous tickets, analyzes technical issues by examining logs and code changes, and provides engineering updates to keep the support team informed. Duckie delivers accurate responses directly to customers, automatically drafts responses for agents to review, and integrates with platforms like Slack, Zendesk, Discord, and Microsoft Teams.
Duckie interfaces with support and engineering knowledge repositories, extracting critical data to provide a deep understanding of the support and product ecosystem. It continuously analyzes the knowledge base to identify patterns and trends, adapting in real-time through advanced AI frameworks, machine learning models, and large language models (LLMs). This ensures high-fidelity, accurate information processing and output generation. Duckie also tracks code commits, product changes, and Jira tickets, linking them to support issues and posting updates directly to Slack or Zendesk.
Security is a priority, with Duckie complying with GDPR, CCPA, and other high-security protocols. Data is encrypted at rest and in transit, and self-hosting options are available on AWS, Azure, and GCP. Duckie provides sources for its answers, ensuring transparency and trust. It can be deployed as a Slack or Teams bot, a Zendesk app, or embedded as a widget on websites with minimal setup time. Duckie is trusted by technical SaaS companies for its ability to streamline workflows, improve support team performance, and deliver fast, accurate responses to customers.
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