AI Support Assistant
for Fintechs

Duckie learns from your knowledge base and answers technical product questions instantly, from both your customers and your internal support team.

Backed by

AI Support Assistant
for Developer-Focused Fintechs

Trusted by the
Fastest Growing Fintechs

Open Banking

Payment

Blockchain

Trading and Investment

Lending Infrastructure

Card Issuing

AI Support Designed for Technical SaaS Products

80%

Faster Resolution Time

3.3x

Increase in Tickets Resolved per Support Agent

68%

Reduce escalations to Engineering

Duckie learns and synthesizes information from 30+ knowledge sources to provide accurate and comprehensive answers to technical product questions.

Duckie understands and generates code, designed for developer-focused products. 

Deploy Duckie in tools you already use, like Slack , Discord , Zendesk , Intercom , or a widget on your website.

A Combination of Automation
and Augmentation

solve

AI Support Agent

Duckie delivers accurate responses to support tickets in Slack, Zendesk, Intercom, or via an API.

Auto-responder

Automatically respond to support tickets for your customers.

Draft-responder

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

Learn more

Hey, Duckie! I’m getting an "Error 402: Insufficient Funds" from the Payments API, but our account has enough balance. Any idea what’s causing this?

Absolutely, I’ve seen this before! Here are a few potential causes to check:
– Pending Transactions: Sometimes, pending transactions temporarily reduce available balance, causing this error.
– Hold on Funds: The API may place a temporary hold on funds for certain high-risk transactions. Check if there are any holds in the transaction history.
– Transaction Limits: Some accounts have daily or per-transaction limits. Double-check if the amount exceeds those limits. Let me know if you’d like help with any of these steps!

Source: Payments API Troubleshooting Guide

How do I sync the balance or clear any holds?

Here’s how you can resolve the issue:

Run a Balance Refresh Call: The Payments API includes a
balance.refresh endpoint. Running this call will sync your account's balance with any pending transactions or holds. This should help clear up any temporary inconsistencies causing the "Insufficient Funds" error:

Let me know if that resolves the issue or if you'd like further assistance!

Source: Payments API Reference

This solves the error. Thanks Duckie!

assist

AI Support Copilot

Empower agents with an AI copilot that lets them instantly get knowledge from any technical documentation, code repositories, or internal knowledge bases directly from Slack or their helpdesk, helping bridge the technical knowledge gap and ensuring support teams can resolve technical customer issues quickly.

Learn more

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.

Learn more

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! 🎉 🚀

What Makes Duckie Different

Built for Technical Support

Duckie integrates with your engineering knowledge base like developer docs and codebase, making it perfect for supporting technical users and developer-focused products.

Code Generation

Duckie can read, analyze, and generate code to answer questions from your developers users.

Agentic AI

Duckie uses an advanced agentic framework to tackle complex, layered issues by understanding context, and delivering precise resolutions.

Continuous Self-Improvement

Duckie automatically learns and improves with each ticket it resolves and each user feedback, delivering increasingly accurate answers over time.

Knowledge from Any
Source

Duckie can connect to 30+ knowledge sources, including technical documentations, Github issues and code, and past tickets. It automatically stays up-to-date with your knowledge base, no manual update needed.

25+ integrations

Security and Trust

Enterprise-level Security

Duckie is compliant with the highest security protocols and standards for security and confidentiality.

Highest Grade Privacy

Your data is encrypted at rest, protected in transit, and our DPA complies with GDPR and CCPA.

Grounded in Truth

Duckie always provides sources to the answers it generates.

Previous
tickets

Documen-
tation

Self-hosting

We support self-hosting on AWS, Azure, and GCP, ensuring full control with top-tier security and performance.

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.