Grid needed a platform that could go beyond canned responses, something that could handle real resolution logic, without custom dev work. See how they achieved 79% autonomous ticket resolution.
How Duckie Transformed Customer Support at Grid
Grid needed a platform that could go beyond canned responses, something that could handle real resolution logic, without custom dev work.
The Duckie Difference
Grid needed a platform that could go beyond canned responses, something that could handle real resolution logic, without custom dev work.
Step-by-step approach:
- Started with FAQ-type tickets to validate Duckie's performance
- Connected backend systems for live product-state data
- Went live within weeks
Duckie's Impact
Duckie powered a wide range of automated use cases, not just surface-level chat replies, but end-to-end workflows built around compliance, security, and business logic.
Key use cases include:
- Subscription & Membership: Manages the full lifecycle of subscription support, from fee explanations to cancellations and edge-case disputes
- Payments & Refunds: Retrieves account balance info, handles "why was I charged" issues, failed payments and refunds automatically
- Account Management: Automatically verifies and routes sensitive account update requests
Results:
- 79% of incoming tickets fully resolved by Duckie, no agent involvement
- 75% of those tickets completed in under 5 minutes
- 15,000+ tickets per month handled autonomously
- Agents shifted to complex, high-impact tickets, improving both morale and service quality
What Grid Says
"Duckie has fundamentally changed how we think about support. We're not just deflecting tickets, we're actually resolving them."
Looking Ahead
Grid continues to expand Duckie's capabilities, adding new workflows and integrations to handle even more complex customer scenarios.