Duckie

AI Customer

Support

With Technical

Expertise

Duckie provides instant, accurate answers to technical product questions for both your customers and support team — powered by your knowledge base and designed to help improve your documentation.

Backed by

AI Support Assistant
for Your Technical Users

80%

Reduction in
Resolution Time

$210k

Saved Yearly for a Support
Team of 10

71%

Ticket
Deflection Rate

For Customers and Customer
Support Teams ‍

solve

AI Support Agent

Duckie's AI agent delivers accurate responses directly to your customers.

Auto-responder

Automatically respond to support tickets for your customers.

Draft-responder

Draft responses for customer support agents to review before sending to customers.

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Hey, I'm getting a "403 Forbidden: Access Denied" error when trying to access my dashboard through our proxy. Any ideas on how we can get around this?

Hello! I recall we encountered a similar issue before. We resolved it by updating the proxy settings, which you can see in our Support Docs

The key steps are:
– Refreshing the API tokens
– Updating proxy server whitelist
– Verifying account permissions
Need any help implementing these?

That's perfect! Refreshing the API token did the trick. You're a lifesaver, Duckie!

Fantastic news! I'm thrilled we could resolve this so quickly. 🎉

assist

AI Support Copilot

Built for customer support agents, Duckie's AI copilot searches your company's knowledge base to provide instant, relevant answers and materials needed to power your support team.

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Hey Duckie! What permissions do our customers need to export their analytics data?

According to our latest docs, customers need either 'Analytics Manager' or 'Admin' role to export analytics data. Here's a handy guide with all the details: Analytics Data Export Guide

Thanks, that's super helpful! What about importing analytics data? Is that something customers can do?

Based on a recent discussion in our Slack channel, importing analytics data isn't currently possible for customers to do directly. However, our engineering team can assist with data imports if needed. Here's the relevant conversation: Discussion on Analytics Data Import

If a customer requires data import, we should create a support ticket and involve the engineering team. There's an ongoing feature request to allow customer-side imports: DUC-789: Enable Customer Analytics Data Import

Fantastic! I'll let the customer know.

Let me know if you need anything else! 😊

Log investigation

Duckie analyzes technical issues by examining logs, code changes, dashboards, and customer data, helping your technical support team troubleshoot and resolve tickets quickly.

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Hey Duckie, Customer with ID CUST-7829-XF is reporting database is inaccessible. Can you look into the error logs and see if there's anything going on?

Certainly! I've checked the error logs for Customer ID CUST-7829-XF.I see that the AUTH_TOKEN_EXPIRED error is being thrown repeatedly. Here's a relevant snippet from the Kibana logs:

[2023-03-15T14:32:18.721Z] ERROR [auth-service] AUTH_TOKEN_EXPIRED 
customer_id: "CUST-7829-XF"
error_details: { "message": "Authentication token has expired",
"token_expiry": "2023-03-15T14:30:00.000Z", 
"current_time": "2023-03-15T14:32:18.721Z" 
} 
failed_attempts: 3 last_successful_auth: "2023-03-14T09:45:12.103Z"

You can view the full logs here: Link

To resolve this, the customer will need to re-authenticate via our authorization console. They can follow the steps outlined in our Reset Guide.

Perfect! That worked. Thank you!

I'm glad to hear that resolved the issue! If there's anything else I can help you with regarding Customer CUST-7829-XF's account, please don't hesitate to ask.

Auto-updates and reminders

Duckie keeps your support team in the loop with automatic updates and reminders.
It tracks code commits and product changes, linking Jira tickets and pull requests to support issues, and posts updates directly to Slack or Zendesk.

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Hey Duckie, Customer with ID CUST-7829-XF is reporting database is inaccessible. Can you look into the error logs and see if there's anything going on?

There is also an ongoing feature request to allow customer-side imports, which you can track in this Jira ticket: DUC-789.

Got it! I will keep that in mind. @Duckie, can you keep me posted on the progress of the ticket?

Update from DUC-789 - Pull Request #253 has been merged! 🎉 🚀

Where Duckie Lives

Deploy Duckie where your customers ask questions

Slack

Deploy Duckie as a Slack bot in either your customer channels or internal channels.

Slack

Zendesk

Install Duckie as a Zendesk app to either auto-reply to customers or draft responses for the support agents.

Zendesk

Embed Duckie as a widget to answer customers on your  website with just one line of code.

Duckie

Discord

Deploy Duckie as a Slack bot in either your customer channels or internal channels.

Discord

Microsoft Teams

Deploy Duckie as a Teams bot in either your customer channels or internal channels.

Microsoft Teams

Slack

Deploy Duckie as a Slack bot in either your customer channels or internal channels.

Zendesk

Install Duckie as a Zendesk app to either auto-reply to customers or draft responses for the support agents.

Discord

Deploy Duckie as a Slack bot in either your customer channels or internal channels.

Microsoft Teams

Deploy Duckie as a Teams bot in either your customer channels or internal channels.

Duckie

Embed Duckie as a widget to answer customers on your  website with just one line of code.

From Input to Insight: How Duckie Integrates, Learns, and Analyzes

Deep knowledge integration

Duckie interfaces with support and engineering knowledge repositories, extracting critical data on support interactions, customer issue data, and engineering system. These integrations provide Duckie with a deep and comprehensive understanding of your entire support and product ecosystem.

Continuous insights and learning

Our proprietary AI framework continuously analyzes your knowledge base to identify latent patterns and trends. Through an iterative learning process, Duckie maintains an evolving heuristic model of your support and engineering landscapes, adapting to new information in real-time.

Advanced Al Analysis

Through our state-of-the-art LLMs, AI frameworks, and machine learning models, Duckie performs advanced analysis of user queries in real-time. Coupled with advanced guardrails, Duckie ensures high-fidelity and high-accuracy information processing and output generation.